Customer Support Manager

Mentor Infocomm; Chennai District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Mentor Infocomm in Chennai is looking for a Customer Support Manager to lead post-sales operations for technology solutions. The ideal candidate will manage a team of over 50 members and ensure customer satisfaction through effective service delivery and issue resolution.

This includes technical support across Networking, CCTV, AV solutions, Cloud services, and Cybersecurity. Candidates should have at least 5 years of relevant experience and strong communication skills to succeed in this role.

Qualifications

• Minimum 5+ years of experience in customer support/service management in 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.

Responsibilities

• Manage and lead the customer support team handling 50+ members in technical support.
• Act as the primary escalation point for critical customer issues.
• Coordinate with technical, sales, and service teams for seamless post-sales support.
• Monitor support tickets, service requests, and SLA compliance to ensure quality.
• Build and maintain strong relationships with key clients.

Skills

Networking

CCTV systems

AV integration

Cloud technologies

Cybersecurity fundamentals

Troubleshooting

Communication

Client management

Job description

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 managing 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 & Networking

Functional Area / Department: Engineering - Hardware & Networks

Role Category: Hardware and Networks - Other

Role: Hardware and Networks - Other

Employment Type: Full time

Contact Details

Company: Mentor Infocomm

Location(s): Chennai

Ability to work in a team environment with members of varying skill levels. Highly motivated. Learns quickly.