We are hiring a Proactive Support Manager

We are now seeking a Proactive Support Manager who will drive excellence, foster growth, and lead with purpose – Join us in our exciting growth journey!

Title: Support Manager
Department: R&D Organization
Direct Line Reporting: GM Poland
Location: Warsaw, Poland
Job status: Full time, permanent


About us

We have developed and delivered efficient automation solutions for telecom operators, city carriers and enterprises in more than 20 countries since 2001. We are bringing the OSS and BSS applications BECS and BBE to new markets and to reinforce our growth, we are now hiring a Support Manager.

 

We are a dedicated team within a dynamic software development company on an exciting growth journey! The telecom industry is ever-evolving, presenting endless opportunities for innovation. Our mission is to further establish PacketFront Software as the go-to partner in network orchestration, automation, and service management for simplified management of complex networks for telecom operators, city operators, and enterprises, in the Nordics and across Europe.

If you want to be part of an innovative company that offers a multi-international work environment, this could very well be your next challenge.


Job description Support Manager at PacketFront

In this role, your focus is providing product support for BECS and BBE towards our customers, as well as leading the daily work within the Support team. You will collaborate closely with Product Owners to ensure accurate prioritization, timing, and necessity for maintenance releases.

 

To succeed in this position, it is crucial that you can understand and identify customer needs to be able to communicate potential sales leads. You will need to keep up to date with our products, dependent products, and technologies to get a deeper understanding of the products and their use for our customers. You will be an ambassador for the company and the products provided. In our effort to deliver excellent service and high customer satisfaction, you will be a part of the 24/7 On-duty if agreed with your manager.

Role description

In your daily tasks, it’s vital to engage actively with other parts of the organization within PacketFront to foster a team culture centered around learning, teaching, and supporting one another.

As part of your role, you and your team will be responsible for reproducing incoming support cases and facilitating smooth handovers to the Development team. Additionally, you and your team will provide valuable assistance to the development team, supporting customer interaction, debugging, and gathering essential information. Your efforts will contribute to ensuring efficient problem-solving and delivering exceptional service to our customers.


Responsibilities:

  • Responsible for all operations performed by the Support Organization
  • Responsible for the Support work processes/tools and their implementation, documentation, and continuous improvements.
  • Handle emergency support calls during working hours (On-duty phone)
  • Handle and distribute incoming product support tickets in Jira Service Desk until resolution.
  • Clarify incoming support tickets and make sure all required information from the customer is available.
  • Facilitate re-occurring support status meetings with customers (as needed).
  • Maintain and update customer access, contact information and Software Version Inventory on Confluence.
  • Responsible for distributing tasks in your team and also actively work in the work team.
  • Responsible for onboarding new members of the team.
  • Responsible for ensuring that your team members possess the necessary knowledge to deliver excellent service and high customer satisfaction.
  • Responsible for the maintenance of the Support web page.
  • Responsible for the maintenance of Jira Service Desk configuration and customer access rights.
  • Create and distribute product licenses to customers.
  • Responsible for reviewing changes to customers documentation (user guides, white papers, release notes).

Education:

  • Degree in Engineering (or similar) or 3–5 years of experience of similar job.

 

Experience:

  • Experience from working in technical Customer support.
  • Experience from customer facing role.
  • 3-5 years of Team leader experience or experience from a similar professional role.

 

Required qualifications:

  • Proficient communication skills to articulate technical matters to both clients and internal personnel.
  • General Linux knowledge
  • Network experience
  • Scripting experience
  • Fluent English, both written and spoken

 

Experience within following areas is of additional merit:

  • Experience using Jira
  • Experience from OSS/BSS systems
  • Experience from working with network equipment
  • Customer Support experience
  • SW development experience
  • Deeper understanding and experience of using Linux
  • Experience from working in distributed teams and international work environments.

About you:

  • You are analytical and solution-oriented.
  • You enjoy interacting with customers and can handle challenging and complexed customer matters.
  • You have a technical understanding.

 

What is in it for you?

  • You will have the opportunity to develop your skills and deepen your knowledge through, among other things, our recurring BECS/BBE user forums.
  • You have the chance to shape your team and leave your personal mark on the department’s growth.
  • You get to work in a great and innovative multi-international company where everyone knows each other, helps each other and works together towards common goals.
  • We value a work-life balance and offer an attractive hybrid environment.

 

Apply

Do you want to become part of our dynamic and inspiring team? Send your application or questions to: Andrzej.mazur@pfsw.com or  jobs@pfsw.com. Selection and interviews are ongoing.


 

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