Accounting Software Support Team Lead

2 weeks ago

Taguig, National Capital Region, Philippines Sysgen Full time

The Software Support Team Lead is responsible for the day-to-day operations of their support team to ensure service goals are met and clients receive exceptional support. The position positively resolves client concerns by maintaining and growing customer relationships, coaching and guiding junior Support staff, and maintaining client satisfaction and performance metrics.

The position works with the Software Support Manager to keep all team members focused on team and department goals. The overarching goal of the position is to increase client confidence due to longevity of staff, quality of answers provided, and continually improving service. This results in clients who feel more ownership and control over the product and who are more likely to serve as a reference. The position has great impact on the reputation of the company and, therefore, on client loyalty and client's ability to secure recurring revenue.

Responsibilities

Provides inbound chat, portal, or phone support to resolve moderate-complex client inquiries and problems effectively and efficiently, as needed
Provides high level diagnosis to staff, and takes over open issues as needed
Submits client issues to development team for resolution as needed
By providing day-to-day supervision of the team, achieves and maintains the service goals of the Client Services Department and creates new ways for reaching these goals
Develops employees on the team:
- Addresses performance issues
- Provides regular performance feedback
- Assesses training needs and oversees training for team members
- Provides soft skills training
- Provides input on employee retention activities
- Meets regularly with employees individually and as a team
Responds to escalated client issues and negotiates solutions based on client needs and company policies
Facilitates information flow between appropriate departments so that all employees have access to the same information regarding specific client software
Works with both clients and internal staff to review product changes and defects, providing feedback to Development to improve the overall product
Monitors and improves upon daily and weekly performance metrics as provided by the Software Support Manager
Reviews release documentation and provides feedback to client Documentation staff
Manages in-peril client support activities
Contributes to company knowledge library and contributes to the Client Community
Continually develops product expertise by reviewing new functionality, testing product issues and utilizing internal resources
Prepares and delivers annual performance reviews
May be responsible for specific clients' well-being and maintenance of those relationships, which may include status calls and reporting
Respects clients' policies and procedures, and follows documented client's policies and procedures
Performs other job-related duties and manages projects created for strategic clients as assigned

Qualifications

BS/BA degree in related field or equivalent work experience is required.
Experience with client software products or experience in a Client Service organization is preferred.
Effective conflict management, resolution and communication skills are required.
Demonstrated ability to maintain a positive, professional attitude and an aptitude for service is required.
Excellent interpersonal skills are required, including verbal and written communications.
Demonstrated ability to work independently as well as in a team is required.

Your application will include the following questions:

How many years' experience do you have as a Support Team Leader?

Do you have customer service experience?

How would you rate your English language skills?

Sysgen RPO is a provider of recruitment and RPO services. It's broad recruitment experience dates to 1991 even before its actual incorporation in 2016. As a spin-off company of a staffing firm whose existence in the Philippines spanned 25 years, Sysgen RPO is uniquely positioned to service all your hiring needs.

Our "claim to fame" is our ability to provide highly experienced and well-connected Technology Recruiters to get the people you need to grow your business.

To address its hiring needs, companies need a provider with an in-depth knowledge of (technical) recruiting and the strategies to make it successful.

Our recent success includes a recruitment project with a Japanese firm where we were tasked to hire 50 Software Engineers within a 5-month period.

Our clients, mostly global and startup companies, continue to come to us for their hiring needs.

Sysgen RPO is equipped with almost 30 years of recruiting excellence particularly in technology recruitment.

We maintain a huge database and network of tech talents that we can easily tap when you need them.

We employ only the best and experienced (technical) Recruiters, and we train them to be even better.

We craft tailor-fitted solutions because we know your hiring needs must cater to you overall business objective.

Our management team and recruitment teams have successfully used strategies to help build our client's human capital base.

We are experts in recruitment marketing, recruitment metrics, and out of the box thinking.