Job Description

Title: Assistant Manager, Central Call Center - Service Management

Company Name: Tekvision (BD) Limited

Vacancy: 2

Age: Na

Job Location: Anywhere in Bangladesh

Salary: Negotiable

Experience:

• At least 5 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm

Published: 2026-04-04

Application Deadline: 2026-04-16

Education: Bachelor’s degree in Computer Science, Information Technology, or a related field

Requirements:

• At least 5 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm

Skills Required: Call Center Operation,Communication Skill,Customer Support Client Service Customer handling,Incident Management,ITSM,Reporting and Documentation,Ticketing System,Troubleshooting

Additional Requirements:

· Hands-on experience with ticketing or ITSM tools (ServiceNow, BMC Remedy, Jira, etc.).

· Strong communication skills with the ability to support customers professionally.

· Good analytical and troubleshooting abilities.

· Solid Microsoft Office skills, especially Excel and PowerPoint.

· Strong attention to detail and readiness to learn.

· Ability to work well in a team and manage multiple tasks at once.

· Multilingual capability (Bangla and English required; Korean is a plus). 

Responsibilities & Context:

Job Context:

We’re hiring a tech-savvy, well-organized Assistant Manager for our Central Call Center. You’ll handle customer issues, assign tickets to field engineers, and keep resolutions on track. You’ll also document service processes, SOPs, and policies, working closely with technical teams to keep operations smooth and continuously improving.

Roles & Responsibilities:

•Provide multilingual call and remote support to both local and foreign customers.

•Log, categorize, and assign service tickets to local engineers to streamline issue resolution.

•Support IT service delivery activities, including incident, problems, change, and request management.

•Follow up on assigned tickets and ensure timely updates to all stakeholders.

•Maintain clear documentation of service activities, escalations, resolutions, and customer interactions.

•Create and update SOPs, policies, and process documents for Service Management and IT services.

•Help prepare service review reports, dashboards, and customer-facing materials for Customer Success Managers.

•Coordinate with technical support, infrastructure, and application teams to address service disruptions.

•Identify recurring issues, support root-cause analysis, and recommend preventive steps.

•Participate in continuous improvement initiatives focused on service quality and customer experience.

•Complete any additional tasks assigned by the line manager.

Job Other Benifits:

• Provident fund
• Salary Review: Yearly
• Festival Bonus: 2

Employment Status: Full Time

Job Work Place:

Company Information:

Gender: Male and Female can apply

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Category: IT & Telecommunication