Senior Technical Support Manager

1 week ago

Hagonoy, Central Luzon, Philippines beBeeLeadership Full time ₱3,000,000 - ₱5,000,000
Job Title: Technical Support Team Lead

A key leadership role is available in our Technical Support team, responsible for leading a team of Technical Support Representatives to ensure the successful support of our user base and continuous improvement of team capabilities and performance.


Key responsibilities include managing own time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work. Leading by example in case quality is crucial. The ideal candidate will proactively support users of our products ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.


Key Responsibilities:
  • Manage queues for tickets and channels for customer interaction to ensure the team's timely response and overall engagement.
  • Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts.
  • Collaborate with internal teams to improve customer experience.
  • 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.
Qualifications:

Essential:

  • Experience in building customer relationships.
  • 2+ years experience in a Technical Support team.
  • Bachelor's Degree in Computer Science or equivalent work experience.
  • Team leadership/supervisory experience.
  • Strong working knowledge of Windows and Mac OS.
  • An understanding of multiple integration paths.
  • In depth knowledge of expert areas: how to configure an integration, 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.
  • Strong organizational and analytical skills.

Desirable:

  • Experience in a coaching role.
  • Familiarity with reporting.
  • Past experience in the education field and/or with educational technology products.

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