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Manager Customer Support

8 years

0 Lacs

delhi delhi india

Posted:1 day ago| Platform: Linkedin logo

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Skills Required

support telematics installation troubleshooting software development resolve onboarding training mobile reporting crm documentation service management reports sim iot data transmission communication analysis leadership coaching

Work Mode

Remote

Job Type

Full Time

Job Description

15 M171 Manager Customer Support

Responsibilities

  • Lead the customer support operations for GPS and telematics hardware, including ticket resolution, installation support, device troubleshooting, and firmware updates.
  • Manage a team of support executives and field engineers to ensure SLA-bound resolution of customer complaints.
  • Monitor and analyse support KPIs like device uptime, response time, first-time resolution, and customer satisfaction (CSAT).
  • Act as a liaison between customers and internal teams (R&D, production, software development) to resolve product issues and suggest enhancements.
  • Oversee the onboarding and training of customers, channel partners, and dealers on device functionality, mobile/web platforms, and reporting dashboards.
  • Maintain a comprehensive knowledge base, FAQs, and self-help guides to minimize support tickets.
  • Supervise CRM usage and ensure accurate documentation and ticket lifecycle tracking.
  • Work closely service teams for warranty management, device replacements, and field service escalations.
  • Stay updated with emerging technologies and GPS trends to improve support capabilities and customer communication.
  • Generate regular MIS reports and present insights to management for process improvement and product feedback.

Skills Required

  • Strong understanding of GPS/GPRS-based hardware, SIM configurations, IoT devices, and data transmission protocols.
  • Excellent verbal and written communication skills in English and regional languages.
  • Ability to interpret technical documentation and translate it for non-technical customers.
  • Proficiency in CRM tools and remote troubleshooting tools.
  • Strong analytical skills with a focus on root cause analysis and continuous improvement.
  • Team leadership, coaching, and performance management experience.

Education:

B.E./ B.Tech (E & TC)

Location:

Delhi

Experience:

8 years

Positions Available:

1

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Telecommunications / IoT Solutions

Noida

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