Customer Support Manager

NETAŞ

Essential

·  University degree in related fields;
·  Demonstrated ability to understand the needs and problems of the customers and solve them by working directly with product and development team;
·  Ability to work well with all levels of management and staff while maintaining a professional and diplomatic demeanor
·  A keen desire to help and support customers;
·  Strong technical aptitude with the ability to quickly learn and adjust to new systems
·  Strong problem identification and objection resolution skills;
·  Excellent interpersonal skills
·  Excellent oral and written communication skills in English;
·  Superior project and time management skills, excellent attention to detail;
·  Proficient with VoIP/WEB Application Security
·  Proficient with Writing Support and Procedure Diagrams, Graphs, and Documentation
·  Strong analytical, problem solving and decision making skills
·  Effective organizational and time management skills

Preferred

·  Expert Knowledge of SIP, RTP, TCP/IP, NAT, WebRTC and Packet Analysis
·  Experience in Large Enterprise & Global SIP Engineering, Development, Deployments, and Support
·  Extensive Experience with Session Border Controller & SIP Stack
·  Extensive Experience with Network and Telecom
·  Test knowledge on above mentioned technologies and environment

İŞ TANIMI

We are looking for a Customer Support Manager to provide excellent customer experience for our NOVA Cyber Security Products who can adapt to our young, energetic team and dynamic working atmosphere. You will work closely together with the product design and VOIP/UC Pentest team.

Responsibilities

·  Handling overall responsibility for managing the customer relationship

·  Product presentations to new customers, identifying and assessing customers’ needs to achieve satisfaction

·  Ownership of PoC process

·  Deployment of NOVA products with configurations that delivers maximum value. Monitoring, facilitating and consulting the customer for adoption of our technology;

·  Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our technology

·  Proactively monitor customer activity and provide insights and solutions to the client and our internal teams to improve outcomes;

·  Record details of each customer interaction and any actions taken

·  Use available resources efficiently to assess the customer’s issue and recommend valid solutions

·  Follow up on any customer issues requiring additional research

·  Maintain adequate knowledge of all internal software and systems

·  Prioritizing and driving resolution on escalated customer issues;

·  Acting as a liaison between product management and the customer with a focus on creating value for our business