Senior Technical Support Team Leader

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeLeadership Full time $50,000 - $80,000
Technical Support Leadership Opportunity

Transform education by leading a team of technical support professionals.

We are seeking an experienced leader to oversee the technical support operations and drive customer satisfaction. As a Technical Support Team Lead, you will be responsible for managing a team of technical support representatives, ensuring timely and effective resolution of customer issues, and contributing to the development of process improvements.

Key Responsibilities:

  • Manage and coordinate the activities of the technical support team to ensure efficient and effective delivery of services.
  • Develop and implement processes and procedures to improve customer satisfaction and reduce ticket volume.
  • Collaborate with cross-functional teams to identify and resolve complex technical issues.
  • Provide coaching, training, and guidance to team members to enhance their skills and performance.
  • Monitor and analyze team performance metrics to identify areas for improvement and develop strategies to address them.
  • Ensure compliance with company policies, procedures, and industry standards.
  • Act as a liaison between the technical support team and other departments to facilitate communication and collaboration.
  • Participate in recruitment and selection processes to identify top talent for the technical support team.
  • Contribute to the development of business cases and proposals to justify investments in new technologies or initiatives.

Requirements:

  • Proven experience in a leadership role, preferably in a technical support environment.
  • Strong technical knowledge of software applications and hardware systems.
  • Excellent communication and interpersonal skills to work effectively with customers, team members, and stakeholders.
  • Ability to analyze complex technical issues and develop creative solutions.
  • Strategic thinking and problem-solving skills to drive process improvements and customer satisfaction.
  • Experience with CRM systems and data analysis tools.
  • High school diploma or equivalent required; bachelor's degree preferred.

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • The chance to make a positive impact on education and customer satisfaction.

Our Mission:

To empower educators and learners by providing innovative solutions and exceptional customer support.

Our Values:

  • Customer-centricity: We put the needs of our customers at the forefront of everything we do.
  • Integrity: We act with honesty, transparency, and accountability in all our interactions.
  • Innovation: We encourage creativity, experimentation, and continuous learning to stay ahead of the curve.
  • Collaboration: We foster open communication, teamwork, and mutual respect to achieve common goals.
  • Global mindset: We embrace diversity, inclusivity, and cultural awareness to serve our global customer base.

Join us in shaping the future of education and customer support

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