L2 Technical Support Team Lead

3 days ago

Cubao, National Capital Region, Philippines iEminence Consulting Services Full time ₱360,000 - ₱600,000 per year

We're hiring an L2.5 Technical Support Representative / L2 Team Lead to provide advanced technical support and lead a growing support team for our Hotel Management Software platform. This role combines in-depth troubleshooting with team leadership, ensuring escalations are resolved efficiently while maintaining exceptional service delivery.

Key Responsibilities

  • Escalation Management: Act as the primary point of contact for complex issues escalated from L1 and L2 support via phone, email, or chat.
  • Advanced Troubleshooting: Diagnose and resolve software, integration, system, and configuration issues with minimal downtime.
  • Service Delivery Oversight: Manage ticket queues and ensure SLA compliance.
  • Team Leadership: Coach and mentor support representatives to strengthen technical capabilities and overall team performance.
  • Workload Management: Assign and prioritize tasks to maintain service quality and operational efficiency.
  • Collaboration: Work closely with engineering and product teams to address recurring issues and support system enhancements.
  • Knowledge Sharing: Develop and maintain technical documentation, workflows, and training resources.
  • Process Improvements: Identify opportunities to enhance support tools, workflows, and procedures.
  • Product Expertise: Stay updated on new software features and product releases to ensure high-level support delivery.

Qualifications

  • Bachelor's degree in Information Technology or a related field.
  • Minimum of 3 years of experience in software or system-based technical support.
  • At least 1 year in a supervisory or team lead role.
  • Experience with hotel management systems or similar platforms is an advantage.
  • Strong troubleshooting, analytical, and leadership skills.
  • Proficient in ticketing and support systems.
  • Excellent written and verbal communication skills, with the ability to explain solutions clearly to both technical and non-technical users.
  • Willing to work fully on-site in Cubao, Quezon City, on a shifting schedule (including weekends, holidays, and overtime).

Job Details

  • Job Type: Full-time, Permanent
  • Work Setup: On-site
  • Location: Cubao, Quezon City

Benefits & Perks

  • Health insurance
  • Paid training
  • Performance-based salary increases
  • Career growth and promotion opportunities
  • Company-sponsored events
  • Pathway to permanent employment

Application Questions

  • What is your expected salary range?
  • Are you open to a shifting schedule, including weekends, holidays, and overtime?
  • When would you be available to start?
  • Please provide your active contact number and email address.
  • Are you willing to work fully on-site in Cubao, Quezon City?

Experience Requirements

  • Technical Support: Minimum 2 years (Required)
  • Team Lead / Supervisory Role: Minimum 1 year (Required)

Work Location

  • On-site – Cubao, Quezon City

Job Types: Full-time, Permanent

Pay: Php28, Php30,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Application Question(s):

  • How much is your expected salary packages?
  • Are you amenable to work on a shifting schedule, holidays, weekends and render overtime?
  • When would you be able to start if you were hired?
  • Please provide your active contact number and active email address. If ever the information in your CV/Resume is not up to date.
  • Are you willing to fully work on site in Cubao, Quezon City?

Experience:

  • Technical Support: 2 years (Required)
  • Team Management / Team Lead: 1 year (Required)

Work Location: In person

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