Technical Support Team Lead

2 weeks ago


Pasig, National Capital Region, Philippines Datamatics Careers- Philippines Full time

Responsibilities & Duties:

  • Leads staff involved in supporting with strong knowledge of customer systems and products/services
  • Works closely with managers and staff to assess and meet technical support goals
  • Trains guides and monitors employee performance.
  • Provide weekly and monthly team reports
  • Provides ongoing training and coaching
  • May monitor calls and exam sessions in technical support group and helpdesk to ensure proper productivity and quality
  • Participates in the development, implementation, and update of technical support training
  • Ability to logically assess difficult situations in a timely manner keeping in mind fairness between candidate and employee policies and procedures
  • Ability to act as leader in Supervisory or Managers absence in ensuring the properly running of the technical supported exam sessions
  • Work and communicate effectively with various levels of management and sponsors and act in the best interest of all parties involved
  • Creates departmental correspondence and reports and responds to customers through written communication
  • Coordinates work and vacation schedules of team members. Ensures technical support representatives provide prompt, courteous and knowledgeable service to all customers

Qualifications:

  • At least 2-3 years solid experience as a Team Leader in a BPO industry
  • Graduate of any course
  • Excellent communication skills
  • Amenable to work in a shifting schedule
  • Amenable to work full-time onsite ( Ortigas, Pasig )

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