It Supervisor

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Help Desk Supervisor

Posted today

Job Description

Educational Background

- Graduate in any discipline

Basic computer knowledge required (MS- Office Applications)

Proven ability to adapt to new tools by applying logical approach

Work experience as per the job grade.

Work Experience

The Tier 1 HR Helpdesk Client Manager is required to lead teams responsible for managing Tier 1 HR related queries from the client employees, line managers, vendors and other 3rd parties based on the procedures defined, instructions provided and the knowledge base available. These queries relate to HR Policies, Employee Data Management, Payroll, Benefits, Learning and Development, T&A and other HR related topics. These queries should be managed in the specified time and with mandated level of accuracy with focus on first time closure. Responsible to ensure Service Levels and contractual compliance are adhered to.

This role requires mandatory periodic rotational shifts on a 24/7 basis

5 days Work from office is mandatory requirement of the role

Knowledge and Experience

- Excellent understanding of various processes of core HR Operations

• Experience in Leading teams managing Tier 1 HR helpdesk for UK, Europe or US

Employees

• Should have experience in using Workflow / case management tools like ServiceNow

Good understanding of various HR Systems/ applications

Basic understanding of MIS

Good understanding of Quality Methodology and tools

Good understanding of Service level agreements and contractual compliance requirements

Should have good Excel and Presentation skills

Should have excellent client and stakeholder management skills

Behavioral Attributes

- Excellent written and verbal communication skills

Excellent probing, problem-solving, decision making and negotiation skills.

Logical and efficient, with keen attention to detail.

Effective Troubleshooting skills.

Learning agility – Aptitude to venture into unknown territories.

Good researching skills

Core Role Responsibilities

- Lead teams providing Tier HR helpdesk support to the Employees, Line Managers, Vendors and 3rd parties

Team management, Team engagement and Succession planning

Ensure appropriate staffing as required

Financial and contract Management

Ensure policies and procedures are followed and Zero noncompliance across the organization

Ensure the Service Levels are met consistently

Ensure data privacy requirements are followed with utmost focus. Drive regular recommendations for improved procedures

Manage expectations from client stakeholders and internal leadership

Prepare and present data in internal and client governance forums.

Ability to drive a culture of high performance, continuous improvement and motivate the teams

Gather insights from the customer regarding seasonal spike in volumes, forecasting and arrange appropriate staffing

Language requirement

Technical Support Supervisor

Posted today

Job Description

Technical Supervisor – Carbonizer Machine

(1 Vacancy)

Job Description:

Supervise daily operations of the Carbonizer Machine to ensure safe, efficient, and continuous production.

Operate and oversee machine processes, ensuring quality, consistency, and adherence to production targets.

Conduct preventive maintenance and troubleshoot mechanical/electrical breakdowns.

Translate and interpret technical documents, machine manuals, and operational reports from English to Chinese Mandarin and vice versa.

Lead and manage a team of operators while coordinating closely with the maintenance and production departments.

Monitor production workflows, identify process improvements, and implement corrective actions as needed.

Prepare and submit production reports and ensure compliance with safety and quality standards.

Supervisor Technical Support

Posted today

Job Description

Job Description

Meet the Team:

Our Technical Support team is a group of skilled professionals dedicated to providing exceptional service and solutions to our customers. The team combines technical expertise with a passion for customer satisfaction. With a commitment to proactive problem-solving and continuous improvement, we aim to guarantee that each customer interaction results in satisfaction and instills confidence in our services.

Where you come in:

• You will lead and motivate the Technical Support team: Provide performance feedback and coaching for members of the team with a focus on quality and service effectiveness, Dexcom products, regulatory guidelines, and high standards of customer experience.
• You will need to meet or exceed monthly, quarterly, and annual department metrics.
• You must deliver action plans to your manager on how to achieve performance standards.
• You will manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as addressing attendance and performance issues.
• You will establish exceptional relationships with various departments, consultants, external providers, and leadership, resulting in increased process efficiency, improved communications, and reduced cycle time.
• You will need utilize various sources of data for analysis, suggest opportunities for process improvements, and implement system changes throughout the team.
• You must train employees on operational processes and available tools. Plan for intermediate and long-term department needs computer systems, training, facilities, and supplies.
• You will have a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.

What makes you successful:

• You should have an experience working in call center or shared services setting.
• You should have a proven ability to troubleshoot in a fast-paced, customer-facing role.
• You should have an excellent verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
• You should have collaboratively work with other departments in a positive goal - oriented manner. Demonstrate sensitivity regarding timeline obstacles.
• You should have an excellent customer service skill. Consistent top customer service quality feedback.
• You should have an ability to generate reports, graphs, process instructions, flowcharts.
• You should have an ability to retain detailed information and solve complex problems.
• You should display a complete understanding and follow through of all Technical Support policies and procedures.
• You should exceed individual requirements, and able to answer questions from other TS reps, encouraging team environment.
• You should have a proven capability to handle challenging situations.
• You must have a positive attitude with a passion and drive to be amazing
• You must be an effective trainer and team coach including advanced cross training experience.
• You should achieve service level goals and quality targets, managing and coaching employees to department performance standards.
• You should identify efficiency opportunities and ensures proactive and professional communication with multiple department - based peers.
• You should provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
• You must implement, communicate and interprets new and existing policies and procedure to staff members.
• You must partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
• You should work cross functionally, collaboratively with leadership and external business partners.
• You should have a proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings, holidays and weekends.

What you'll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

• Up to 25%

Education and Experience Requirements:

• Typically requires a Bachelor's degree with 5-8 years of industry experience
• Informal management/ team lead experience

Technical Support Supervisor

Makati City, National Capital Region ₱ - ₱ Y Xtreme Offshore Outsourcing Inc.

Posted today

Job Description

JOIN OUR GROWING IT TEAM

Direct Hiring

Full time, Onsite (MAKATI CITY)

Negotiable salary based on skills and experience

Task focus mainly in Software/System-related support

At least 5 years of experience or higher

Job Description

• Lead the Technical Support Team : Supervise and coordinate the daily operations of the support desk.
• Monitor and Improve Support Quality : Ensure tickets are resolved accurately and on time, with high customer satisfaction.
• Escalation Handling : Act as the point of contact for escalated technical issues, including OS, network, or database-related incidents.
• Training and Development : Train staff on technical fundamentals (network, OS, SQL) and customer service practices.
• Collaborate with Engineering and Infrastructure Teams : Coordinate with other teams to resolve system-wide or complex technical problems.
• Reporting and Analytics : Analyze performance metrics, ticket trends, and report findings to management.
• Maintain Documentation : Ensure internal knowledge base and SOPs are up-to-date and comprehensive.
• Customer Advocacy : Represent the customer's voice in internal product or service discussions.
• Ensure Technical Readiness : Verify that the team stays current with updates in OS platforms, networks, and database technologies.
• Compliance and Policy Enforcement : Ensure support operations comply with internal policies, IT security standards, and SLA agreements.

Requirements

• Has at least 5 years of experience or higher
• Technical Expertise : Networking, Windows and Linux operating systems, and SQL databases
• Networking Basics : IP addressing, DNS, DHCP, firewalls, VPNs, and basic troubleshooting (ping, traceroute).
• Windows OS Knowledge : User management, services, registry, and event logs.
• Linux OS Fundamentals : Common commands, shell scripting basics, file permissions, and system logs.
• SQL Database Basics : Run basic queries, understand schemas, and perform troubleshooting on connection or query-related issues.
• Tools Proficiency : Experience with ticketing and monitoring tools like Zendesk, Jira, ServiceNow, Zabbix, or Nagios.
• Time Management : Adherence to SLAs.
• Process Improvement : Familiarity with ITIL /other support frameworks
• Adaptability : Comfortable working in fast-changing environments and technologies.
• Leadership and Team Management
• Communication Skills
• Problem-Solving and Decision-Making
• Customer Service Orientation
• Analytical Thinking

Job Type: Full-time

Application Question(s):

• This opportunity has an onsite work set up. Are you okay reporting onsite in our Makati City office?
• How may years of experience do you have as Technical Support Supervisor (IT related services)?
• Are you available for a virtual initial interview? Please let us know your available schedule.

Supervisor Technical Support

Taguig, National Capital Region Dexcom

Posted today

Job Description

Dexcom Overview content omitted for brevity

Essential Duties and Responsibilities

• Lead and motivate the Technical Support team: Provide performance feedback and coaching for members of the team with a focus on quality and service effectiveness, Dexcom products, regulatory guidelines, and high standards of customer experience.
• Meet or exceed monthly, quarterly, and annual department metrics.
• Deliver action plans to your Manager on how to achieve performance standards.
• Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as addressing attendance and performance issues.
• Establish exceptional relationships with various departments, consultants, external providers, and leadership, resulting in increased process efficiency, improved communications, and reduced cycle time.
• Utilize various sources of data for analysis, suggest opportunities for process improvements, and implement system changes throughout the team.
• Train employees on operational processes and available tools. Plan for intermediate and long-term department needs, computer systems, training, facilities, and supplies.
• This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.

Qualification:

• Team supervisor experience working in call center or shared services setting
• Bachelors degree with 5-8 years of industry experience
• At least 2 years of experience leading a chat team providing customer service or technical support
• Proven ability to troubleshoot in a fast-paced, customer-facing role
• Strong leadership, people management, and conflict resolution skills
• Excellent communication and interpersonal skills
• Willing to be assigned at Cupang, Muntinlupa

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