IT Service Delivery Manager – VOIP Technical Support

at  Toku Pte Ltd

Toku’s mission is to help companies engage with their customers efficiently. We have helped companies move all the voice communications to the cloud and recently embarked on creating products that help companies keep engaging with their customers no matter where their employees are working from.
Toku is currently getting into a scale-up mode. We want to continue creating momentum for our products in the APAC regions and helping customers with their communications needs. We are seeking a highly motivated and technically proficient individual to join our company as a Technical Support Specialist.
As a vital point of contact for our clients, you will be responsible for addressing support issues and SLAs, managing and prioritizing tickets with internal teams, and providing support while also playing a key role in developing and optimizing customer support processes. The ideal candidate is a problem solver with exceptional stakeholder management skills, a technical background in VOIP support, and a passion for delivering outstanding customer experiences.
Want to be part of our journey?

• Work closely with the commercial, project, and product teams to understand clients’ business operations, infrastructure design, and environmental setup.
• Develop and propose action plans to meet and exceed service levels based on clients’ specific needs and requirements.
• Ticket Management and Service Level Monitoring
• Monitor, manage and resolve tickets and support escalations, both internally and externally – encompassing Technology, Operations and Customer Success teams internally
• Do regular meetings with clients to address all issues raised.
• Monitor service levels to ensure that metrics are tracked, reported, and met consistently.
• Service Improvement and Documentation: Perform trend analysis to identify areas for improvement.
• Monitor the health and performance of the voice and SMS network infrastructure using monitoring tools and dashboards.
• Respond promptly to alerts and incidents, diagnosing and resolving technical issues to minimize service downtime.
• Participate in ad-hoc tasks as requested by the team management. Serve as the primary point of contact for clients seeking technical assistance via various communication channels (phone, email, ticketing system).
• Collaborate and escalate complex technical issues to Tier-2 or Tier-3 teams while ensuring clear communication with clients about the escalation process
• Propose corrective actions where necessary to avoid recurrence of issues.
• Develop, own, and drive service improvement plans to enhance overall service.
• Document and update the Service Management Plan and work with internal engineering and support teams to ensure that the knowledge base articles are relevant and updated
• Customer Service Reviews and Meetings:
• Conduct periodical steering committee or incident/problem reviews.
• Establish and lead regular customer service reviews to assess service performance and client satisfaction.
• Produce and present the monthly reports required by the client and internal stakeholders.