Technical Support Team Lead

2 days ago

Mandaluyong City, National Capital Region, Philippines beBeeLeadership Full time $70,000 - $85,000
Job Overview

This role focuses on leading a team of technical support representatives. The team's primary goal is to provide seamless support to the user base, ensuring continuous improvement in team capabilities and performance.

Key Responsibilities:
  • Effectively manage time to ensure leadership duties are met, while maintaining a reasonable volume of case work.
  • Lead by example in case quality.
  • Proactively support users of our products, ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
  • Develop expertise in our assessment products and services, 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 follows established operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
  • Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential.
  • Provide quality feedback to direct reports, based on output from the Quality and Knowledge team.
  • Deliver regular 1-1's to team members, providing structured feedback and guidance on areas for improvement.
  • Collaborate with internal teams to improve customer experience.
  • Identify issues and trends with support leadership and tier 3 teams to understand problems/trends.
  • Review top issues monthly for external education and ticket reduction.
  • Support the Quality and Knowledge team with the creation of training modules.
  • Participate in recruitment activities for the team as required.
  • Develop awareness of the business strategy and culture, ensuring it is reinforced within the team.
  • Responsible for team scheduling to ensure 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.

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