Technical Support Team Leader

1 week ago


Cebu City, Central Visayas, Philippines XP Plus Solutions Inc. Full time

About the Role:

XP Plus Solutions Inc. is seeking a highly skilled and experienced Technical Support Team Leader to drive excellence in our support team. This role is ideal for a top technical support agent with outstanding customer satisfaction (CSAT) or quality assurance (QA) ratings.

Key Responsibilities:

  • Provide technical guidance and mentorship to team members.
  • Monitor CSAT, QA, and efficiency metrics to improve performance.
  • Assist in training and onboarding new team members.
  • Collaborate with the team to create process and call flows.
  • Contribute to the authoring of knowledgebase documents.

What We're Looking For:

  • Proven success in a technical support role with top CSAT or QA scores.
  • Experience with web hosting services is an asset.
  • Knowledge of internet domain registrars, such as Cloudflare, Dot.ph, and GoDaddy, would be beneficial.
  • Familiarity with DNS configuration, including A records, CNAMEs, MX records, and TXT records, is an asset.
  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and mentoring ability.
  • Initiative and a collaborative mindset.

Why Choose Us?

  • Opportunity to step into leadership without prior supervisory experience.
  • A supportive and growth-oriented work environment.
  • Competitive compensation and benefits package.


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