Customer Support, Team Lead

8 hours ago

Ortigas Post Office P, Philippines Calcmenu Phil. Inc. Full time ₱480,000 - ₱600,000 per year

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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