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Technical Support Manager

2 weeks ago

Manila, National Capital Region, Philippines Systemantech Inc. Full time

About the Role

An IT Sales Engineer / Client Coordinator acts as the primary point of contact for clients experiencing technical issues with IT systems, providing troubleshooting and resolving problems. This role requires coordination with internal teams to address client needs while maintaining positive client relationships and managing support tickets within established service levels.

Key Responsibilities

1. Client Engagement: Serve as the primary point of contact for clients with short-term technical support needs.

2. Assess clients' technical support requirements to determine the scope of work and potential costs.

3. Prepare and submit quotations and proposals outlining the scope of work, timelines, and costs.

4. Coordinate the deployment of on-call technical support resources to clients.

5. Manage schedules and ensure timely deployment of technical support resources.

6. Maintain accurate records of client interactions, quotations, proposals, and deployment details.

7. Provide leadership and guidance to technical support resources deployed to clients.

Required Skills

  • Leadership Skills: Proven ability to lead and manage technical support resources.
  • Customer Service Skills: Excellent communication and interpersonal skills to ensure client satisfaction.
  • Proficient in creating proposals, quotations, and other documentation.
  • Basic understanding of IT services and technical support concepts.
  • Ability to prioritize tasks, manage multiple projects, and meet deadlines.