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customer support representative

client support manager

Nextech Packages Pvt. Ltd

Job Title: Manager ERPJob Type: Full-Time Company: TradeUnleashed (Pvt.) Ltd.Location: MM Alam, Gulberg, LahoreKey Responsibilities1. Client Support &amp; Issue Resolution<ul><li>Ensuring seamless integration of accounting, inventory, order processing, and financial modules.</li><li>Act as the primary point of contact for client support and technical queries.</li><li>Manage the support ticketing system, ensuring timely resolution of issues.</li><li>Troubleshoot software, system, and integration challenges for clients.</li><li>Provide guidance to clients on system usage, updates, and best practices.</li></ul>2. Team Management &amp; Leadership<ul><li>Lead, train, and mentor the software support team.</li><li>Allocate support tasks and monitor performance to ensure service level agreements (SLAs) are met.</li><li>Foster a customer-first culture within the support team.</li></ul>3. Client Relationship Management<ul><li>Maintain proactive communication with clients to ensure satisfaction.</li><li>Identify recurring issues and coordinate with product/tech teams for long-term fixes.</li><li>Gather client feedback to improve software features and support services.</li></ul>4. Technical Coordination<ul><li>Work with technical teams for escalated issues, integrations (POS, payment gateways, eCommerce platforms), and deployments.</li><li>Support the sales and onboarding teams in ensuring a smooth transition for new clients.</li></ul>5. Process Improvement &amp; Reporting<ul><li>Develop and optimize support workflows for greater efficiency.</li><li>Track KPIs (response time, resolution time, client satisfaction) and share reports with management.</li><li>Stay updated on industry best practices in software support and apply them to improve operations.</li></ul>Qualifications &amp; Experience<ul><li>CA with ERP Articals, Bachelor&rsquo;s degree in Computer Science, IT, Business Administration, BBA, or related field.</li><li>4+ years of experience in software support or client success roles, preferably in ERP/RMS or SaaS companies. ERP deployment, financial systems, and retail operations.</li><li>Deep understanding of accounting principles, inventory management, order processing, and logistics workflows.</li><li>Proven ability to manage multiple enterprise clients, handle escalations, and drive client satisfaction.</li><li>Technical expertise in ERP systems, system integrations, and data migration.</li><li>Strong understanding of retail/eCommerce operations and technical integrations.</li><li>Proven leadership skills in managing support teams and handling escalations.</li></ul>Key Skills &amp; Competencies&#10004; Excellent communication &amp; client handling skills &#10004; Strong problem-solving &amp; troubleshooting ability &#10004; Team leadership &amp; performance management &#10004; Knowledge of software integrations (POS, payment gateways, eCommerce) &#10004; Process improvement &amp; reportingJob Type: Full-timePay: Rs100,000.00 - Rs150,000.00 per monthWork Location: In person

Manager ERP

Sharp Brains - Global IT Support

Role Title: Service Delivery ManagerLocation: Onsite in Johar Town, LahoreShift: 12-hour rotational shiftsCompany Description: Sharp Brains is an IT Services &amp; Solutions Provider based in the UK, offering comprehensive IT and software solutions for businesses. Our dedicated, highly-skilled teams deliver on-demand and managed technical support worldwide, 24/7, tailored to meet the dynamic and challenging needs of our clients. We aim to be the most innovative IT managed services provider, upholding values of trust, expertise, and simplicity.Role Description:As a Service Delivery Manager, you will be responsible for coordinating the efficient deployment of IT support engineers to client sites, maintaining client satisfaction, managing project timelines, and ensuring high service quality. This role requires client interaction, telecom experience, and expertise in IT customer support.Key Responsibilities:1. IT Engineer Deployment:- Plan and manage the assignment of IT engineers to client sites for timely service delivery.- Ensure swift resolution of client IT issues and service requests.- Monitor and assess the quality and performance of on-site engineers.2. Client Relationship Management:- Act as the primary contact for clients to address IT needs, concerns, and requirements.- Strengthen client relationships, ensuring consistent client satisfaction.3. Staff Augmentation &amp; Coordination:- Work with internal and external teams to determine IT resource requirements.- Oversee the placement of additional IT professionals as needed.4. Project Management:- Manage client IT projects, ensuring completion within scope, time, and budget constraints.- Oversee all stages of project planning, execution, and quality control.5. Requirement Analysis:- Analyse client requirements to define project scope and technical specifications.- Align projects with client expectations through detailed requirement analysis.6. Technical Support Oversight:- Offer technical guidance to IT engineers on complex issues.- Support engineers in resolving critical technical challenges when required.7. Performance Tracking:- Define and track KPIs for service delivery and client satisfaction.- Continuously evaluate and improve service quality.8. Documentation and Reporting:- Maintain accurate records of project plans, client communications, and engineer assignments.- Generate detailed reports on project progress and performance metrics.Qualifications:- Education: Bachelor&rsquo;s degree in IT, computer science, or a related field.- Experience: 3-5 years in IT service management, client support, and telecom.- Technical Skills: Knowledge of IT infrastructure, networking, and technical troubleshooting.- Client Focus: Strong client service and relationship-building abilities.- Analytical Abilities: Proficient in conducting requirement analysis and project scoping.- Communication: Excellent verbal and written communication skills.- Leadership: Ability to guide and mentor IT engineers.Job Type: Full-timePay: From Rs1.00 per monthWork Location: In personApplication Deadline: 29/11/2024

Service Delivery Manager

TradeUnleashed

<div>
 
 Job Title: Manager ERP
 
 
 Job Type:&nbsp;Full-Time
 
 
 Company:&nbsp;TradeUnleashed (Pvt.) Ltd.
 
 
 Location:&nbsp;MM Alam, Gulberg, Lahore
 
 
 Key Responsibilities
 
 
 1. Client Support &amp; Issue Resolution
 
 <ul>
 <li>
 Ensuring seamless integration of accounting, inventory, order processing, and financial modules.
 </li>
 <li>
 Act as the primary point of contact for client support and technical queries.
 </li>
 <li>
 Manage the support ticketing system, ensuring timely resolution of issues.
 </li>
 <li>
 Troubleshoot software, system, and integration challenges for clients.
 </li>
 <li>
 Provide guidance to clients on system usage, updates, and best practices.
 </li>
 </ul>
 
 2. Team Management &amp; Leadership
 
 <ul>
 <li>
 Lead, train, and mentor the software support team.
 </li>
 <li>
 Allocate support tasks and monitor performance to ensure service level agreements (SLAs) are met.
 </li>
 <li>
 Foster a customer-first culture within the support team.
 </li>
 </ul>
 
 3. Client Relationship Management
 
 <ul>
 <li>
 Maintain proactive communication with clients to ensure satisfaction.
 </li>
 <li>
 Identify recurring issues and coordinate with product/tech teams for long-term fixes.
 </li>
 <li>
 Gather client feedback to improve software features and support services.
 </li>
 </ul>
 
 4. Technical Coordination
 
 <ul>
 <li>
 Work with technical teams for escalated issues, integrations (POS, payment gateways, eCommerce platforms), and deployments.
 </li>
 <li>
 Support the sales and onboarding teams in ensuring a smooth transition for new clients.
 </li>
 </ul>
 
 5. Process Improvement &amp; Reporting
 
 <ul>
 <li>
 Develop and optimize support workflows for greater efficiency.
 </li>
 <li>
 Track KPIs (response time, resolution time, client satisfaction) and share reports with management.
 </li>
 <li>
 Stay updated on industry best practices in software support and apply them to improve operations.
 </li>
 </ul>
 
 Qualifications &amp; Experience
 
 <ul>
 <li>
 CA with ERP Articals, Bachelor&rsquo;s degree in Computer Science, IT, Business Administration, BBA, or related field.
 </li>
 <li>
 4+ years of experience in software support or client success roles, preferably in ERP/RMS or SaaS companies.&nbsp;
 
 ERP deployment, financial systems, and retail operations.
 
 </li>
 <li>
 Deep understanding of&nbsp;
 
 accounting principles, inventory management, order processing, and logistics workflows
 
 .
 </li>
 <li>
 Proven ability to&nbsp;
 
 manage multiple enterprise clients, handle escalations, and drive client satisfaction
 
 .
 </li>
 <li>
 Technical expertise in&nbsp;
 
 ERP systems, system integrations, and data migration
 
 .
 </li>
 <li>
 Strong understanding of retail/eCommerce operations and technical integrations.
 </li>
 <li>
 Proven leadership skills in managing support teams and handling escalations.
 </li>
 </ul>
 
 Key Skills &amp; Competencies
 
 
 ✔ Excellent communication &amp; client handling skills
 
 
 ✔ Strong problem-solving &amp; troubleshooting ability
 
 
 ✔ Team leadership &amp; performance management
 
 
 ✔ Knowledge of software integrations (POS, payment gateways, eCommerce)
 
 
 ✔ Process improvement &amp; reporting
 
</div>

ERP Deployment And Support Manager

Job Title: ERP Deployment and Support ManagerJob Type: Full-Time Company: TradeUnleashed (Pvt.) Ltd.Location: MM Alam, Gulberg, LahoreKey Responsibilities1. Client Support &amp; Issue Resolution<ul><li>Ensuring seamless integration of accounting, inventory, order processing, and financial modules.</li><li>Act as the primary point of contact for client support and technical queries.</li><li>Manage the support ticketing system, ensuring timely resolution of issues.</li><li>Troubleshoot software, system, and integration challenges for clients.</li><li>Provide guidance to clients on system usage, updates, and best practices.</li></ul>2. Team Management &amp; Leadership<ul><li>Lead, train, and mentor the software support team.</li><li>Allocate support tasks and monitor performance to ensure service level agreements (SLAs) are met.</li><li>Foster a customer-first culture within the support team.</li></ul>3. Client Relationship Management<ul><li>Maintain proactive communication with clients to ensure satisfaction.</li><li>Identify recurring issues and coordinate with product/tech teams for long-term fixes.</li><li>Gather client feedback to improve software features and support services.</li></ul>4. Technical Coordination<ul><li>Work with technical teams for escalated issues, integrations (POS, payment gateways, eCommerce platforms), and deployments.</li><li>Support the sales and onboarding teams in ensuring a smooth transition for new clients.</li></ul>5. Process Improvement &amp; Reporting<ul><li>Develop and optimize support workflows for greater efficiency.</li><li>Track KPIs (response time, resolution time, client satisfaction) and share reports with management.</li><li>Stay updated on industry best practices in software support and apply them to improve operations.</li></ul>Qualifications &amp; Experience<ul><li>CA with ERP Articals, Bachelor&rsquo;s degree in Computer Science, IT, Business Administration, BBA, or related field.</li><li>4+ years of experience in software support or client success roles, preferably in ERP/RMS or SaaS companies. ERP deployment, financial systems, and retail operations.</li><li>Deep understanding of accounting principles, inventory management, order processing, and logistics workflows.</li><li>Proven ability to manage multiple enterprise clients, handle escalations, and drive client satisfaction.</li><li>Technical expertise in ERP systems, system integrations, and data migration.</li><li>Strong understanding of retail/eCommerce operations and technical integrations.</li><li>Proven leadership skills in managing support teams and handling escalations.</li></ul>Key Skills &amp; Competencies&#10004; Excellent communication &amp; client handling skills &#10004; Strong problem-solving &amp; troubleshooting ability &#10004; Team leadership &amp; performance management &#10004; Knowledge of software integrations (POS, payment gateways, eCommerce) &#10004; Process improvement &amp; reportingJob Type: Full-timePay: Rs100,000.00 - Rs150,000.00 per monthWork Location: In person

ERP Deployment and Support Manager

Maeme's Limited

Location: Lahore Full-Time | Experience: 2-3 yearsWe are a dynamic and forward-thinking H.H Tech Solution, seeking an experienced and professional Assistant Manager to support our Lahore office operations. With a strong focus on IT services and consultancy, we value leadership, maturity, and a collaborative approach to managing both team and technology.As the Assistant Manager &ndash; IT / IT Consultancy, you will support the IT Manager by overseeing day-to-day IT operations, managing client-focused IT consultancy engagements, and ensuring the smooth functioning of our IT infrastructure. This role requires a mature and personable female professional with excellent management and communication skills.Key Responsibilities<ul><li>Assist in managing &amp; coordinating daily IT operations, ensuring systems run efficiently and securely</li><li>Oversee and mentor support staff and coordinate with external IT vendors</li><li>Deliver IT consultancy services, advising clients on infrastructure upgrades, software implementations, and process improvements</li><li>Coordinate and manage IT projects, from planning through execution to delivery</li><li>Ensure high-quality client service, addressing client concerns and ensuring satisfaction</li><li>Develop, enforce, and maintain IT policies, procedures, and best practices</li><li>Oversee backup, disaster recovery, network security, and system maintenance tasks</li><li>Prepare and maintain documentation related to systems, configurations, and client deliverables</li><li>Track project progress, budgets, deliverables, and provide status updates to senior management</li></ul>Requirements<ul><li>Preferred Gender: Female &mdash; confident and mature personality suited to leadership and client engagement</li><li>Education: Bachelor's degree in IT, Computer Science, Information Systems, or related field (Master&rsquo;s preferred)</li><li>Experience:</li><li>Minimum 2&ndash;3 years in managing IT operations or IT consultancy environments</li><li>Proven track record in leading IT teams or supporting IT consultancy projects</li><li>Technical Knowledge:</li><li>Familiarity with enterprise-level IT systems, network infrastructure, virtualization, and security</li><li>Consultancy experience in assessing client needs, recommending solutions, and delivering implementation plans</li><li>Soft Skills:</li><li>Strong leadership, communication, and interpersonal skills</li><li>Excellent organizational ability and multitasking capability</li><li>Client-facing competence and professional demeanor</li><li>Location: Must be based in or able to reliably commute to Lahore for in-person responsibilities</li></ul>Apply now: Send your Resume at&middot; E.mail: hhtechsolution01@gmail.com&middot; WhatsApp: +923174967217&middot; Inbox: www.linkedin.com/in/h-h-tech-solution-09722b321Job Type: Full-timeWork Location: In person

Assistant Manager –IT/ IT Consultancy

Sharp Brains

As a Service Delivery Manager (SDM), you will be the single point of contact and the trusted advisor for our most important clients. Your primary mission is to ensure the seamless delivery of our data center and telecom services, uphold stringent SLAs, drive continuous improvement, and foster deep, strategic relationships that promote client satisfaction and growth.You will act as the bridge between the client and our internal technical, operational, and sales teams, translating client needs into actionable plans and ensuring our services deliver maximum value.Key Responsibilities<ul><li>Client Relationship Management: Build and maintain strong, long-term relationships with key client stakeholders, acting as their primary advocate within our organization.</li><li>Service Level Agreement (SLA) Management: Proactively monitor, report on, and manage performance against all SLAs. Lead root cause analysis and post-incident reviews for any service interruptions.</li><li>Incident &amp; Problem Management: Serve as the escalation point for major incidents, ensuring effective communication and swift resolution. Drive problem management initiatives to prevent future issues.</li><li>Service Reviews: Conduct regular operational and strategic service review meetings with clients, presenting performance metrics, project updates, and strategic initiatives.</li><li>Project Oversight: Coordinate with Project Management and Engineering teams to ensure smooth onboarding of new services and changes for existing clients, minimizing impact and managing expectations.</li><li>Continuous Improvement: Identify opportunities to enhance service quality, improve processes, and increase efficiency, both for the client and internally.</li><li>Commercial Management: Support the sales team in identifying growth opportunities (upsell/cross-sell) and managing contract renewals.</li><li>Documentation: Ensure all client documentation, including Service Design Packages (SDPs) and operational guides, are accurate and up-to-date.</li></ul>What We're Looking For (Qualifications &amp; Experience)Required:<ul><li>Bachelor's degree in Information Technology, Business Management, Telecommunications, or a related field, or equivalent practical experience.</li><li>5+ years of proven experience in a Service Delivery Manager, Client Success Manager, or similar client-facing role within the data center and/or telecommunications industry.</li><li>Deep understanding of data center infrastructures (power, cooling, cabling, security) and telecom services (MPLS, SD-WAN, Ethernet, DIA, colocation, cloud connectivity).</li><li>Strong knowledge of ITIL frameworks (especially Incident, Problem, and Change Management) and experience managing SLAs and KPIs.</li><li>Exceptional client-facing and communication skills, with the ability to explain complex technical issues to a non-technical audience.</li><li>Proven ability to manage multiple high-priority clients and projects in a fast-paced environment.</li><li>Strong analytical and problem-solving skills with a focus on proactive prevention.</li></ul>Preferred:<ul><li>ITIL Foundation v3/v4 certification.</li><li>Experience with CRM and service management tools (e.g., Salesforce, ServiceNow, Jira).</li><li>PMP or other project management certification is a plus.</li></ul>Job Type: Full-timeWork Location: In person

Service Delivery Manager (Data Center Telecom Experience)

The OpportunityWe are seeking a highly skilled and strategic Service Delivery Manager to own and drive two of our most critical service lines: Global Staff Augmentation and Large-Scale IT Technology Project Management.This is not a typical SDM role. You will be the central point of ownership for ensuring the flawless delivery of specialised talent and the successful execution of complex, multi-million dollar technology refresh programs. You will act as the trusted advisor to our clients, the champion for our deployed teams, and the internal leader ensuring financial and operational excellence.Key ResponsibilitiesGlobal Staff Augmentation Delivery:<ul><li>Serve as the primary point of contact and relationship manager for clients utilising our global augmentation services.</li><li>Partner with Talent Acquisition to define, source, and onboard top-tier IT talent that precisely matches client requirements.</li><li>Manage the end-to-end life cycle of all augmented resources (contractors, consultants), from onboarding and performance management to offboarding.</li><li>Ensure high levels of satisfaction for both the client and the deployed consultants through regular check-ins, reviews, and proactive issue resolution.</li><li>Track and report on key performance indicators (KPIs) such as utilisation, client satisfaction (CSAT), and consultant performance.</li></ul>IT Technology Project Leadership:<ul><li>Lead the service delivery of major global IT transformation projects (e.g., enterprise-wide OS upgrades, hardware refresh, cloud migration support, global software rollouts).</li><li>Develop and manage detailed project plans, timelines, budgets, and resource allocation for tech replacement initiatives.</li><li>Coordinate closely with technical leads, project managers, and client stakeholders to ensure alignment on goals, milestones, and risk mitigation.</li><li>Manage the logistics of global hardware/software deployment, including procurement, shipping, staging, and reverse logistics.</li><li>Provide executive-level reporting on project status, financials, risks, and outcomes.</li></ul>Strategic &amp; Operational Management:<ul><li>Develop and manage service budgets, forecasts, and P&amp;L for your assigned accounts and projects.</li><li>Identify and implement continuous improvement initiatives to enhance delivery processes, increase efficiency, and reduce costs.</li><li>Manage contractual agreements (SOWs, MSAs) and ensure all delivery aspects meet or exceed SLA commitments.</li><li>Proactively identify and mitigate risks that could impact delivery, quality, or client satisfaction.</li></ul>What We're Looking For (Qualifications)Required:<ul><li>5+ years of experience in a Service Delivery Manager, Senior Project Manager, or Client Success Manager role within a global IT services or consulting environment.</li><li>Proven, hands-on experience managing large-scale IT technology replacement or refresh projects (e.g., PC/laptop refreshes, Windows upgrades, data center migrations).</li><li>Demonstrable experience managing IT staff augmentation programs, including managing a distributed team of consultants/contractors.</li><li>Exceptional financial acumen with experience managing budgets, forecasts, and P&amp;L for multi-million dollar accounts.</li><li>Outstanding client-facing and internal communication skills, with the ability to present complex ideas clearly to both technical and executive audiences.</li><li>Strong problem-solving, negotiation, and conflict-resolution skills.</li><li>Ability to travel globally as required (approximately 15-25%).</li></ul>Highly Desirable:<ul><li>PMP, ITIL, or other relevant certifications.</li><li>Experience with global rollout projects across EMEA, APAC, and the Americas.</li><li>Strong understanding of modern IT infrastructure, cloud platforms (Azure/AWS/GCP), and endpoint management.</li></ul>Job Type: Full-timeWork Location: In person

Service Delivery Manager (Augmentation / IT Tech Replacement Global)

Explore 1637+ Client support manager in Lahore this September. Find roles across top companies and apply now to boost your career.