Job Summary
The Customer Support Manager is responsible for managing Enterprise Connectivity Services, including Point-to-Point (P2P), MPLS, and Internet Leased Line (ILL) links. The role involves managing customer incidents, ensuring timely resolution, coordinating with NOC, Field Engineers, Service Delivery, and Vendor teams, handling customer escalations, and ensuring SLA compliance to deliver a high level of customer satisfaction.
Key Responsibilities
- Manage Enterprise P2P, MPLS, and Internet Leased Line (ILL) services for assigned customers.
- Own customer incidents from ticket creation to successful closure.
- Coordinate with NOC, Field Engineers, Service Delivery, and Vendor/LCO teams for timely fault resolution.
- Ensure incidents are resolved within the committed SLA timelines.
- Manage customer communication by providing regular updates on incident progress and restoration.
- Handle customer escalations and drive timely resolution.
- Coordinate planned maintenance activities and communicate maintenance schedules to customers.
- Prepare and share operational and incident reports as required.
- Ensure adherence to operational processes, escalation matrix, and quality standards.
- Build strong relationships with enterprise customers to ensure a seamless support experience.
Required Skills
- Good understanding of Enterprise Network Services.
- Knowledge of Point-to-Point (P2P), MPLS, and Internet Leased Line (ILL) services.
- Basic understanding of TCP/IP, Routing, Switching, VLANs, DNS, DHCP, and WAN technologies.
- Ability to perform basic network troubleshooting using Ping, Traceroute, and other diagnostic tools.
- Excellent communication and customer handling skills.
- Knowledge of SLA-based incident management.
- Proficiency in Microsoft Excel, Outlook, and ticketing applications.
Key Performance Indicators (KPIs)
- SLA Compliance
- Mean Time to Resolve (MTTR)
- Customer Satisfaction (CSAT)
- Escalation Management
- Service Availability
- Process Compliance
Preferred Competencies
- CCNA-certified candidates will be preferred.
- Strong analytical and troubleshooting skills.
- Ability to work under pressure during critical network outages.
- Good coordination skills with cross-functional teams and vendors.
- Customer-focused approach with strong ownership and accountability.
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Application Question(s):
- CCNA certification or equivalent networking knowledge
- Basic understanding of TCP/IP, Routing, Switching, VLANs, DNS, DHCP, and WAN technologies.
- Knowledge of Point-to-Point (P2P), MPLS, and Internet Leased Line (ILL) services
- B.E./B.Tech in Computer Science, Information Technology, Electronics & Communication, or a related discipline will be preferred.
Education:
Location:
- Ahmedabad, Gujarat (Required)
Work Location: In person
