Customer Service Manager | $85K-$100K + Benefits | Industry Leading Integrated Solutions Provider

We are seeking a Customer Support Manager with a strong technical background in VoIP, Networking, and CCTV systems troubleshooting, who can also play a key role in client onboarding, integration, and customer success activities. This role goes beyond technical support—it involves managing customer accounts, ensuring smooth implementation, and driving long-term satisfaction and success. You will also be responsible for running and managing the operations of the customer service department. Responsibilities:Serve as a technical point of escalation for customer support and field-related issues.Troubleshoot and resolve complex issues related to VoIP systems, network connectivity, CCTV, intercoms, and other low-voltage technologies.Manage support tickets via platforms like Zendesk, Freshdesk, or similar systems, ensuring timely and accurate resolution.Lead client-facing onboarding and integration activities, acting as the primary liaison during the implementation phase.Maintain ongoing customer relationships, ensuring customers are fully supported post-deployment and satisfied with products and services.Collaborate with internal teams, including engineering and project departments, to resolve escalated or persistent issues.Identify and escalate recurring problems, suggesting system improvements and automation to enhance efficiency and reduce support load.Document solutions and best practices, and contribute to internal SOPs and knowledge base articles.Monitor account health and usage trends, proactively addressing client concerns, and identifying upsell or optimization opportunities.Deliver a high standard of customer success and experience, building trust and long-term partnerships.