Technical Support Leader

1 day ago

Manila, National Capital Region, Philippines beBeeTechnical Full time $81,300 - $102,300
Lead Technical Support Team

The successful candidate will be responsible for leading a team of technical support representatives to ensure the timely resolution of customer queries and the continuous improvement of team capabilities and performance.

About the Role
  • We are seeking a highly skilled and experienced leader to join our team as a Lead Technical Support Team member.
  • As a Lead Technical Support Team member, you will be responsible for managing a team of technical support representatives and ensuring that they have the necessary skills and knowledge to provide exceptional customer service.
  • You will also be responsible for identifying areas for improvement within the team and implementing changes to increase efficiency and productivity.
Key Responsibilities
  1. Manage own time effectively to ensure that leadership duties are carried out while maintaining a reasonable volume of case work.
  2. Lead by example in case quality and set high standards for the team.
  3. Proactively support users of our products ensuring problem resolution, system access, optimal system performance and overall customer satisfaction.
  4. Become a Subject Matter Expert on all Assessment Products and services while expanding knowledge on various product lines.
  5. Manage team performance individually and collectively by agreeing on clear goals and targets reviewing performance formally and informally giving feedback course correction motivation and recognition.
  6. Ensure the team follows operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
  7. Enable the development of individual team members delivering coaching and guidance as needed to enable them to achieve their full potential.
  8. Provide quality feedback to direct reports based on output from the Quality and Knowledge team.
  9. Deliver regular 1-1's to team members providing structured feedback and guidance on areas for improvement.
  10. Collaborate with internal teams to improve customer experience.
  11. Be the first to identify issues and trends with support leadership and tier 3 teams to understand issues/trends.
  12. Review top issues monthly for external education and ticket reduction.
  13. Support the Quality and Knowledge team with the creation of training modules.
  14. Take part in recruitment activity for the team as required.
  15. Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.
  16. Responsible for team scheduling to ensure that appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
  17. Manage queues for tickets and channels for customer interaction to ensure the team's timely response and overall engagement.
  18. Provide support with client escalations and incident response.
  19. Actively own and progress in personal development.
Requirements
  • A degree in Computer Science or related field.
  • Minimum 5 years experience in a technical support role with at least 2 years experience in a leadership position.
  • Strong communication and interpersonal skills.
  • Ability to lead and motivate a team.
  • Excellent problem-solving and analytical skills.
  • Experience working with customer relationship management software.
  • Familiarity with ITIL framework.
Benefits
  • Competitive salary and benefits package.
  • Opportunity to work with a global company.
  • Chance to develop your leadership skills.
  • Collaborative and dynamic work environment.
  • Professional growth and development opportunities.

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