Customer Support, Team Lead
1 day ago
Your core responsibilities include:
- Overseeing the daily operations of your team as well as participating as an active member of the team
- Training on Product Knowledge which is done continuously proactively with team members and other departments
- Monitoring the Ticketing System used by Support team and make sure that all tickets are updated.
- Introducing policies and procedures to improve processes, response times and creating training resources for your team
- Providing technical support and customer service to all clients from across the globe (installation, troubleshooting, etc.) by phone, email, chat and remote assistance
- Performing basic testing for every issue reported by clients
- Communicating client feedback to the Development Team with documentation of encountered problems and possible improvement of procedures and applications
- Coordinating technical issues and resolutions with internal stakeholders and clients
- Researching information about inquiry to provide workarounds or resolutions
- Assisting the Business Development Team by doing outbound client calls for lead generation, follow ups, sales promotions, responses for inquiries, etc.
- Conducting online demos and trainings for EGS Products and Services
- Occasionally assisting in testing, conversions, presentations
- Occasionally providing onsite support, implementation, and briefing for all our clients
- Attending the monthly Department Head meeting and providing update/status reports on your team's performance and projects
- Conducting quarterly performance evaluation of the members of your team
WHAT YOU NEED
- A graduate of Computer Engineering, Information Technology or any related field
- At least 2-years experience managing a team
- Excellent English verbal and written communication skills and strong observational and listening skills
- Must display potential to be a top/key person with product know-how
- Must have a knowledge to maintain and implement database management systems, computer applications and operating systems
- Able to analyze organizational software needs, devise solutions and maintain PC software and hardware systems
- Must have very strong PC knowledge (Latest computer operating systems)
- Knowledge of SQL Server 2008 to latest, IIS and/or networking would be an advantage.
- Strong troubleshooting and problem-solving skills
- Experience in Customer Support would be an advantage
- Previous call center experience is not required but an advantage
- You must be highly resourceful, pro-active, flexible, performance-driven, self-motivated, and a team player
- Must agree to work with flexible schedules including rotational night shifts
SALARY RANGE will depend on the candidates background experienced.
Job Type: Full-time
Pay: Php40, Php50,000.00 per month
Benefits:
- Flextime
Application Question(s):
- Willing to report onsite (Tektite Pasig City)?
- Years of Experienced as Team Lead?
- Earliest date to start?
- Expected Salary?
Work Location: In person
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