Customer Service Support Manager
CurrentI focus on managing a team of 8 specialists who provide technical assistance to 20 customers across multiple industries (Telco, IOT, ISP, Cloud & CSP). Assistance ranges from incident management and resolution to customer training, provisioning of managed services, execution of billing runs, consumption data processing, including mediation and transformation, data migration and system upgrades, technical support, change request scoping and management, work item drafting and execution… Show more I focus on managing a team of 8 specialists who provide technical assistance to 20 customers across multiple industries (Telco, IOT, ISP, Cloud & CSP). Assistance ranges from incident management and resolution to customer training, provisioning of managed services, execution of billing runs, consumption data processing, including mediation and transformation, data migration and system upgrades, technical support, change request scoping and management, work item drafting and execution, etc.I also play a pivotal role in managing Astel's Microsoft CSP (Cloud Solution Provider) product suite, to provide planning, roadmap alignment, new feature development and heading up customer support across key areas such as:• Monthly Catalogue management (incl. ROE and currency)• Microsoft Partner Centre Provisioning• Subscription lifecycle management• Partner management and billing• End customer management and billing• Azure consumption billing and reporting Below are a few well known customers my team manages:• Altron – Fleetcall and @Connect• BCX – Business Connexion Group• DFA – Dark Fibre Africa• Dube Tradeport• Dynamics Africa – 4Sight Group• GPG – Gauteng Provincial Government• MTN Supersonic• Pivotal Data• SADV – Vumatel• SqwidNET – ex-Sigfox IOT Operator• Dynamics Africa (4Sight Group)• Cloudlogic (Rewards Co)• Ascent Technologies• WaRCom IT Solutions• Mustek (Rectron) Show less
