Opening For Technical Support Team Manager

Job Title: Technical Support Team Lead / Technical Manager (VOIP Services)

Location: Hyderabad, India

Shift: US Shifts (Night Shift)

Workweek: 5 days per week (Weekends Off)

Job Overview:

We are looking for an experienced Technical Support Team Lead or Technical Manager to manage our VOIP services support team. The ideal candidate will have a strong technical background in VOIP technologies, excellent leadership skills, and the ability to handle complex technical issues while ensuring excellent customer satisfaction. This role involves overseeing a team of engineers, providing escalated support for VOIP-related issues, and ensuring high-quality service delivery to clients, especially in the US market.

Key Responsibilities:

€¢ Lead, mentor, and manage a team of technical support engineers specializing in VOIP solutions.

€¢ Provide technical guidance and escalate complex technical issues to the appropriate teams when necessary.

€¢ Oversee and ensure the team delivers high-quality support for VOIP products and services, ensuring timely resolution of issues and customer satisfaction.

€¢ Manage the ticketing system, track ongoing issues, and ensure that SLAs are met consistently.

€¢ Perform root cause analysis for recurring technical issues and work with product teams to implement solutions.

€¢ Collaborate with engineering teams to provide feedback and improve the product or service offerings based on customer experiences and support cases.

€¢ Develop, maintain, and update troubleshooting guides, knowledge base, and standard operating procedures (SOPs) for the support team.

€¢ Manage customer escalations and provide high-level technical support for complex VOIP-related queries.

€¢ Provide reporting on team performance, including incident resolution, customer feedback, and process improvements.

€¢ Implement training programs for the support team to ensure they stay updated with the latest VOIP technologies and trends.

€¢ Participate in hiring, onboarding, and performance evaluations for team members.

€¢ Work in US Shift hours, collaborating with US-based teams and clients.

Skills & Qualifications:

€¢ Experience: Minimum of 5-7 years of experience in technical support, with at least 2-3 years in a leadership role in the VOIP/Telecommunications industry.

€¢ Technical Skills:

o Strong knowledge of VOIP technologies (SIP, RTP, PSTN, PBX, IP Telephony).

o Experience with VOIP platforms like Asterisk, FreePBX, Cisco, Avaya, or similar technologies.

o Familiarity with networking concepts such as IP addressing, DNS, DHCP, VPNs, and firewalls.

o Proficient in troubleshooting issues related to VOIP call quality, connectivity, and infrastructure.

o Understanding of telecom protocols and systems (SIP, , QoS, and QoE).

o Hands-on experience with server and network management, including Linux/Unix-based systems.

o Familiarity with ticketing and CRM systems (Zendesk, Freshdesk, JIRA, etc.).

€¢ Soft Skills:

o Excellent communication skills, both verbal and written.

o Strong problem-solving abilities and analytical thinking.

o Ability to manage high-pressure situations and prioritize tasks effectively.

o Proven leadership skills with the ability to motivate and manage a team.

o Customer-focused mindset with a dedication to delivering exceptional service.

€¢ Education:

o Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field. Advanced certifications or a Master€™s degree is a plus.

Preferred Qualifications:

€¢ Experience working in a US Shift or a 24/7 support environment.

€¢ Knowledge of cloud-based VOIP solutions (., AWS, Azure, Google Cloud).

€¢ Experience with VOIP billing systems and integrations.

€¢ Certifications like CCNA, CompTIA Network+, or ITIL Foundation would be an advantage.

,

• Experience

  5 - 11 Years

• No. of Openings

  2

• Education

  12th Pass

• Role

  Technical Support Team Manager

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time (Night Shift)

• Work Location Type

  Work from Office