Technical Support Team Manager

9 hours ago

San Fernando, Central Luzon, Philippines beBeeLeader Full time $60,000 - $90,000
Job Overview

We are seeking a seasoned Team Lead, Technical Support to join our team. In this role, you will be responsible for leading a team of Technical Support Representatives as they assist Tier 1 Support to ensure the successful support of our user base and the continuous improvement of team capabilities and performance.

The Team Lead will manage their time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work. They will lead by example in case quality, proactively support users of our products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.

Key Responsibilities:
  1. 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.
  2. Become a Subject Matter Expert on all our Assessment Products and services while expanding knowledge on various product lines.
  3. Proactively identify issues and trends with our support leadership and tier 3 teams to understand issues/trends.
  4. Review top issues monthly for external education and ticket reduction.
  5. Support the Quality and Knowledge team with the creation of training modules.
  6. Participate in recruitment activity for the team as required.
  7. Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.
  8. Responsible for team scheduling to ensure that appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
  9. Manage queues for tickets and channels for customer interaction to ensure the team's timely response and overall engagement.
  10. Provide support with client escalations and incident response.

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