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Technical Support Team Leader

2 months ago

Manila, National Capital Region, Philippines Emapta Full time

Take the Helm in Tech Support: Lead the Charge in the Telecommunications Revolution

In the ever-evolving field of telecommunications and entertainment, where every interaction shapes the future, your leadership can drive significant change. As a Technical Support Team Leader, you will oversee essential technical support operations, providing guidance and support to frontline teams while ensuring seamless issue resolution across multiple centers. This role offers an exciting opportunity to blend your career ambitions with personal well-being, allowing you to lead effectively in a dynamic industry. Embrace this chance to make a meaningful impact, all while enjoying a balanced work-life experience that fosters both professional success and personal satisfaction. This is your moment to advance in a field where innovation meets connectivity, and where your contributions truly matter.

The Playbook for Success:

Employment Type: Full-time

Shift: Shifting

Work Setup: Onsite, Metro Manila

On the Front Lines of Tech Support: Navigate Key Duties and Responsibilities

Manage Technical Support operations during weekend and weekday closing shifts (Friday to Tuesday).Develop and mentor frontline T1 and T2 Technical Support Team Members.Handle technical escalation requests and faults for customers and partners via phone and email.Address customer escalation requests to achieve satisfactory outcomes.Provide support and troubleshooting for NBN data and phone issues in a manner suited to the customer's technical aptitude.Monitor outstanding tickets and keep stakeholders informed of progress.Diagnose issues over the phone, including VOIP, SIP, Internet fault logging, NBN, and mobile phones.Manage and support internal projects and systems.Building Your Success Story: Qualifications and ExpertiseAbility to coach and build teams to deliver both qualitative and quantitative outputs.Proven capacity to manage large volumes of work, prioritize tasks, and take ownership from start to finish.Knowledge of Networking.Help desk/technical troubleshooting experience, preferably within the telecommunications industry.Experience in a Customer Service role is highly regarded.Strong knowledge of VoIP, SIP, IP telephony, NBN, and mobile technologies.Excellent oral and written communication skills with the ability to clearly communicate by phone or email to customers with varying levels of technical literacy.Collaborative team player with a 'can-do' attitude.Strong time management and organizational skills.Effective problem-solving capabilities and ability to think "outside the box."Capacity to provide timely, efficient, and professional service to ensure client satisfaction.Proven ability to work independently as well as part of a team.Enthusiastic, motivated, and eager to learn.Ability to balance policies with high customer demands.Beyond the Basics: Comprehensive BenefitsHMO coverage upon regularizationCompetitive PackagePrime office locationUnlimited opportunities for employee referral incentives across the organizationStandard government and Emapta benefitsTotal of 20 annual leaves to be used on your own discretionFun engagement activities for employeesMentorship and exposure to global leaders and teamsUpskilling through Emapta AcademyCareer growth opportunitiesDiverse and supportive work environmentThe Power Behind the Network: Discover the Company Revolutionizing Telecommunications

Meet our client, a prominent Australian telecommunications and entertainment provider founded in 2015. They specialize in delivering cost-effective NBN and IPTV services, including unlimited data plans and a broad selection of international channels. With over 40 years of combined Telco and Digital experience, they are renowned for their exceptional service and deep community involvement. Their accolades include multiple awards for Best Value NBN Plan and Best NBN 50 Plan. Dedicated to enhancing connectivity and entertainment, they offer high-quality, affordable solutions that cater to the diverse needs of Australians.

Welcome to Emapta Philippines

Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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