Customer Support Manager

Based in Karachi, Wavetec Private Limited is a global leader in specialized technology focused on enhancing customer experience in public waiting areas and information display systems. With over three decades of innovation, a head office in Dubai, and operations spanning more than 70 countries, Wavetec employs a diverse workforce representing 13 nationalities. The company is committed to delivering cutting-edge solutions that improve operational efficiency and customer satisfaction worldwide.

Key Responsibilities

- Lead and directly manage a team of Support Engineers providing assistance to customers across multiple time zones, ensuring high-quality service delivery.
- Oversee the day-to-day management of customer accounts, maintaining and expanding relationships while supporting the operational team in resolving customer queries effectively.
- Collaborate closely with Account Personnel to ensure all customer needs are addressed promptly and comprehensively.
- Serve as the primary escalation point for frontline issues within the assigned region, following up diligently to guarantee timely resolution.
- Analyze technical problems reported by customers with consideration for their business and operational impact, making informed decisions to resolve these issues.
- Travel to customer sites as required to provide on-site support and ensure smooth operations.
- Manage the issue escalation process, ensuring adherence to customer Service Level Agreements (SLAs) and maintaining clear, timely communication regarding issue status.
- Facilitate a smooth transition during deployments to clients, ensuring system updates are implemented efficiently and customer satisfaction is maximized.

Required Qualifications

- Minimum of 5 years’ experience in customer support, preferably in a technical or engineering environment.
- Bachelor’s Degree in Engineering or a related field.
- Excellent communication and interpersonal skills to effectively engage with customers and internal teams.
- Strong organizational and influencing skills to manage multiple priorities and drive resolution of complex issues.

This role offers the opportunity to work within a dynamic, multinational company that values innovation and customer-centric solutions. Candidates who thrive in a fast-paced environment and possess a proactive approach to problem-solving will find this position rewarding.