Customer Technical Lead III

4 weeks ago


Manila, National Capital Region, Philippines KMC Solutions Full time

The Customer Technical Lead acts as a technical specialist for the customer base, providing efficient, timely, and well-communicated support for break-fix issues or service and work requests. The primary objective is to delight customers throughout the support lifecycle of any ticket raised, maintaining ownership of the original fault and acting as the main point of contact between the customer and the service desk. This role will support the full range of Bedroq services, assisting and managing IT issues that are not within the Bedroq range of services. The individual is expected to spend a significant amount of time working directly with clients via telephone/email support, bringing operational experience, working independently and un-supervised. The main responsibilities include maintaining a CSAT score of 8+, reducing escalations into the Engineering team, ensuring no phone calls are missed, and ensuring 1st line team completes 100% of new user requests on time. Other responsibilities include training the first line team, acting as a technical escalation point, logging tickets, opening and resolving incidents and problems, and handling incoming faults professionally and courteously. The ideal candidate is an expert with experience working as a senior service desk engineer, supervisor, or team leader, managing and working with SLA's & KPI's, managing customers and maintaining high CSAT score, and experience with providing weekly/monthly reports on performance. The candidate should also have excellent verbal and written communication skills and proven experience working within the ITIL framework. Technical proficiency in server and storage hardware and software, proactive management, and monitoring & troubleshooting operational issues are also required. Knowledge of VMware Technologies, Cloud networking technologies, Scripting Languages, and experience supporting a SIP/VOIP telephony system is favorable.


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