Technical Support Manager

8 hours ago

Cebu City, Central Visayas, Philippines Alliance Software Inc. Full time $104,000 - $130,878 per year

Job Responsibilities:

  • Team Management: Oversee and manage a diverse team of over 30 technical support professionals, ensuring effective collaboration between remote and onsite staff.
  • Task Management: Monitor and manage day-to-day operations of the technical support team, ensuring timely resolution of issues and high-quality service delivery.
  • Technical Expertise: Provide guidance and support in troubleshooting hardware and software issues, particularly related to POS systems, PC hardware setup, database troubleshooting, and basic networking.
  • Training and Development: Develop and implement training programs for team members to enhance their technical skills and customer service capabilities.
  • Performance Monitoring: Establish performance metrics and regularly review team performance, providing constructive feedback to team members to foster continuous improvement.
  • Customer Communication: Serve as an escalation point for complex technical issues, communicating effectively with customers to ensure their concerns are addressed promptly.
  • Analytical Skills: Utilize analytical skills to assess team performance, identify areas for improvement, and implement strategic solutions to enhance overall service quality.

Job Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Previous experience in a similar role within the technology or retail sectors.
  • Proven experience in managing a technical support team of 30+ members.
  • Strong background in task management and monitoring technical support operations.
  • Technical knowledge of POS systems, PC hardware setup, database troubleshooting, and basic networking.
  • Demonstrated experience in troubleshooting both hardware and software issues.
  • Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts clearly.
  • Strong analytical skills to assess team performance and implement improvements.

If you are a motivated leader with a passion for technology and a commitment to providing exceptional support, we invite you to apply for the Technical Support Manager position

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