Leadership Role in Technical Support

2 days ago

Cainta, Calabarzon, Philippines beBeeLeadership Full time $60,000 - $75,000
Technical Support Team Lead

This is a leadership role that involves managing a team of technical support representatives to ensure the successful support of customers and the continuous improvement of team capabilities and performance.

About the Job
  • We are seeking a talented individual to join our team as a technical support team lead. As a leader, you will be responsible for managing a team of technical support representatives to ensure they have the necessary resources and training to provide excellent customer service.
  • You will work closely with internal teams to improve customer experience and drive solutions through knowledge sharing.
  • You will be the first point of contact for escalated issues and will work with tier 3 teams to understand and resolve complex problems.
Key Responsibilities
  1. Manage a team of technical support representatives to ensure they meet their targets and goals.
  2. Develop and implement training programs to enhance the skills and knowledge of team members.
  3. Collaborate with internal teams to improve customer experience and drive solutions through knowledge sharing.
  4. Be the first point of contact for escalated issues and work with tier 3 teams to understand and resolve complex problems.
  5. Review top issues monthly for external education and ticket reduction.
  6. Support the quality and knowledge team with the creation of training modules.
Requirements
  • 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.
  • Experience in a coaching role.
  • Familiarity with reporting.
  • Past experience in the education field and/or with educational technology products.
  • Past experience in an omni-channel contact center environment involving telephone, chat and email channels.
Benefits

We offer a comprehensive benefits package, including:

  • Competitive paid time off.
  • 4 self-care days per year.
  • National holidays.
  • Charitable contribution match.
  • Monthly wellness or home office reimbursement.
  • Access to modern health (mental health platform).
  • Retirement plan with match/contribution.
Who We Are

We are a global organization dedicated to ensuring the integrity of education and improving learning outcomes. Our values underpin everything we do:

  • Customer-centric.
  • Passion for learning.
  • Integrity.
  • Action and ownership.
  • One team.
  • Global mindset.
  • Remote-first culture.
What You'll Need To Know

Please note that this job description is not exhaustive and may change based on the needs of the business.

  • Tech Leadership Role

    2 days ago

    Cainta, Calabarzon, Philippines beBeeTeamLeader Full time $60,000 - $80,000

    Software Team Lead Job DescriptionAs a software team lead, you will be responsible for leading a team of developers to create cutting-edge software solutions. You will work closely with the development team to ensure that projects are completed on time and within budget.The ideal candidate will have a strong technical background in software development and...

  • QA Automation Leadership Role

    2 days ago

    Cainta, Calabarzon, Philippines beBeeLeadership Full time ₱1,800,000 - ₱2,700,000

    Lead QA Automation StrategistAs a senior-level QA professional, you will oversee the quality assurance strategy across teams to ensure the reliability and performance of our software products.Your responsibilities include:Defining and implementing testing strategies, frameworks, and best practices across all projects.Driving test planning, prioritization,...

  • Ecommerce Customer Experience Leadership Role

    24 hours ago

    Cainta, Calabarzon, Philippines beBeeTeam Full time $60,000 - $80,000

    Customer Service Team Lead PositionThis leadership role is responsible for overseeing and guiding a team of customer support specialists to deliver exceptional service experiences for e-commerce brands.The ideal candidate will possess strong leadership skills, with a proven track record in managing teams, improving operational efficiency, and driving...

  • Leadership Support Professional

    2 days ago

    Cainta, Calabarzon, Philippines beBeeExecutive Full time ₱8,000,000 - ₱11,000,000

    Job Overview">This is a challenging role offering the opportunity to elevate leadership at a global firm that connects top talent worldwide.">In this position, you will deliver high-level support to senior executives, streamlining operations and driving success in executive recruitment.">You will have flexibility to work remotely and make a meaningful impact...

  • Senior Technical Support Specialist

    2 days ago

    Cainta, Calabarzon, Philippines beBeeTechnical Full time $60,000 - $90,000

    Job Title: Technical Support Team LeadThe primary objective of this role is to lead a team of Technical Support Representatives as they collaborate with Tier 1 Support to ensure the successful support of end-users and continuous improvement of team capabilities and performance.Key Responsibilities:Effectively manage time to accomplish leadership duties while...

  • Bilingual Technical Support Specialist

    2 days ago

    Cainta, Calabarzon, Philippines beBeeSupport Full time $90,000 - $120,000

    Technology Support SpecialistWe are seeking a Technology Support Specialist with bilingual skills to join our team.Manage and resolve inquiries via phone, email, or case transfer.Advocate for clients, troubleshoot connectivity issues, and ensure client satisfaction.Escalate issues following defined procedures, investigate client connectivity problems, and...

  • Technical Support Professional

    2 days ago

    Cainta, Calabarzon, Philippines beBeeTechnical Full time $50,000 - $70,000

    Technical Operations SpecialistThis role provides technical support to end-users, focusing on troubleshooting, resolving issues with computer hardware, software, and network platforms. Key responsibilities include providing remote helpdesk support using various platforms such as Microsoft Windows, MacOS, Android, and iOS.Support the following applications:...

  • IT Technical Support Specialist

    2 days ago

    Cainta, Calabarzon, Philippines beBeeTechnical Full time ₱100,000 - ₱150,000

    Job DescriptionWe are seeking a highly skilled Technical Support Engineer to join our team. This role involves providing top-notch technical support to our clients, resolving complex issues and ensuring that all systems are running smoothly.The ideal candidate will have excellent problem-solving skills, a strong understanding of IT infrastructure and...

  • Technical Integration Specialist Role

    2 days ago

    Cainta, Calabarzon, Philippines beBeeTechnical Full time $90,000 - $120,000

    Technical Integration ExpertThe Technical Integration Expert plays a pivotal role in ensuring seamless onboarding of new clients, with a focus on complex technical integrations.Job Description:As a key member of the implementation team, the Technical Integration Expert will oversee the technical aspects of new client implementations, managing multiple...

  • Real Estate Tech Support Role

    2 days ago

    Cainta, Calabarzon, Philippines beBeePropTech Full time $62 - $80

    Technical Support Specialist for Real Estate PropTechWe are seeking a skilled Technical Support Specialist to join our team, providing frontline assistance in the real estate technology (PropTech) and brokerage sectors. This role involves handling client inquiries, troubleshooting technical issues, and ensuring excellent customer satisfaction in a...