Customer Support Manager
- Mentor Infocomm
- 5 - 8 years
- Chennai
- 11 hours ago
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Job Description
Mentor Infocomm India Pvt Ltd is seeking an experienced Customer Support Manager to lead and manage post-sales customer support operations for our technology solutions portfolio. The ideal candidate should have strong technical exposure to Networking, CCTV systems, AV solutions, Cloud services, and Cybersecurity and be capable of ensuring high levels of customer satisfaction through efficient service delivery, issue resolution, and manage a team of 50 members. Help the organisation to generate revenue through add-on sales, AMC, rental services and managerial services.
Key Responsibilities:
- Manage and lead the customer support team handling of 50+ members in technical support for Networking, CCTV, AV, Cloud, and Cybersecurity solutions.
- Act as the primary escalation point for critical customer issues and ensure timely resolution.
- Coordinate with technical, sales, and service teams to deliver seamless post-sales support.
- Monitor support tickets, service requests, and SLA compliance to maintain service quality.
- Build and maintain strong relationships with key clients and ensure customer satisfaction.
- Identify recurring issues and implement process improvements to enhance support efficiency.
- Provide technical guidance to the support team and assist in troubleshooting complex issues.
- Prepare support reports, service performance metrics, and customer feedback analysis.
- Assign project execution work to the team members.
- Ensure installation /connectivity activities are completed on due time.
Required Skills & Qualifications:
- Minimum 5+ years of experience in customer support/service management in the IT infrastructure or security solutions industry.
- Strong understanding of Networking, CCTV systems, AV integration, Cloud technologies, and Cybersecurity fundamentals.
- Experience in managing customer support teams and handling enterprise clients.
- Good troubleshooting, communication, and client management skills.
- Ability to manage multiple service requests and ensure SLA compliance.
Job Classification
Industry: Hardware & NetworkingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: Hardware and Networks - OtherRole: Hardware and Networks - OtherEmployement Type: Full timeContact Details:
Company: Mentor InfocommLocation(s): Chennai
Keyskills: Team Coordination Client Relationship Management Customer Support Operations Hardware Networking Hardware Support
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Mentor Infocomm
Mentor Infocomm was established in the beginning of 2012. We have grown into a leading provider of enterprise Solutions,Networking, Security and IT infrastructure management solutions in India. Headquartered in Chennai, India, Our customersspan a wide range of Industries, f...
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