Technical Support Specialist

2 days ago

Davao City, Davao, Philippines beBeeDevelopment Full time ₱800,000 - ₱1,000,000
Job Summary:

We are seeking a highly skilled Technical Support Team Lead to lead our team of Technical Support Representatives. The primary focus of this role is to assist Tier 1 Support in ensuring the successful support of users and the continuous improvement of team capabilities and performance.

Key Responsibilities:
  • Effectively manage own time to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work.
  • Lead by example in case quality and provide coaching and guidance as needed to enable team members to achieve their full potential.
  • Proactively support users of products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
  • Develop in-depth knowledge of all Assessment Products and services while expanding knowledge on various product lines.
  • 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.
  • Ensure the team is following established procedures and collaborate with support leadership to drive solutions through knowledge sharing.
  • Deliver regular one-to-ones to team members, providing structured feedback and guidance on areas for improvement.
  • Collaborate with internal teams to improve customer experience.
  • Be the first to identify issues and trends with support leadership and tier 3 teams to understand issues/trends.
  • Review top issues monthly for external education and ticket reduction.
  • Support the Quality team with the creation of training modules.
  • Take part in recruitment activity for the team as required.
  • Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.
  • Responsible for team scheduling to ensure that appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
  • Manage queues for tickets and channels for customer interaction to ensure timely response and overall engagement.
  • Provide support with client escalations and incident response.
  • Actively own and progress in personal development.
  • Review top issues monthly for external education and ticket reduction.
Requirements:
  • Experience in building customer relationships and delivering exceptional customer service.
  • 2+ years experience in a Technical Support team with proven track record of identifying case trends and working with management to track and resolve issues.
  • Bachelor's Degree in Computer Science or equivalent work experience.
  • Team leadership/supervisory experience with strong organizational and analytical skills.
  • Strong working knowledge of Windows and Mac OS with in-depth knowledge of multiple integration paths.
  • Expertise in configuring integrations, awareness of features, bugs & known issues, etc.
  • Broad understanding of web technologies and Software as a Service (SaaS).
  • An understanding of Learning Management Systems and how they interact with our service.
  • Excellent written and verbal communication skills with ability to provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts.
  • User experience of CRM systems preferably Zendesk.
  • Strong organizational and analytical skills with ability to review top issues monthly for external education and ticket reduction.

Please note that we encourage applicants to apply even if they do not meet all the criteria, as we value skills evolution over time.

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