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L2 Technical Support Team Lead

2 weeks ago

Cubao, National Capital Region, Philippines iEminence Consulting Services Full time ₱280,000 - ₱300,000 per year

We are seeking an experienced L2.5 Technical Support Representative / L2 Team Lead to take on a leadership role in providing advanced technical support for our Hotel Management Software. In this position, you will act as the primary point of contact for complex escalations, guide the support team, and ensure that technical issues are swiftly resolved to maximize client satisfaction and system performance.

Key Responsibilities:

  • Escalation Management: Serve as the primary escalation point for challenging technical issues via phone, email, and chat, ensuring a timely resolution.
  • Advanced Troubleshooting: Diagnose and resolve advanced software problems, including system errors, configurations, and integrations to ensure smooth system operation.
  • Ticket & SLA Management: Monitor ticket status and SLAs, ensuring the team adheres to deadlines and resolves issues efficiently.
  • Team Leadership & Mentorship: Lead and train L1 and L2 support staff, providing guidance and expertise to improve technical skills and service delivery.
  • Task Management: Assign tasks to support team members and manage their workload to maintain operational efficiency.
  • Collaboration with Engineering: Work closely with product and engineering teams to address complex system challenges and refine solutions.
  • Documentation & Best Practices: Document recurring issues, solutions, and best practices to help improve processes and service quality.
  • Continuous Improvement: Regularly analyze issues for potential improvements in systems or support processes.
  • System Updates Expertise: Stay up to date with new features and updates to provide expert-level support for clients.

Qualifications:

  • Education: Bachelor's degree in Information Technology (BSIT) or related field.
  • Experience: 3+ years of experience in technical support, ideally with software applications and system configuration.
  • Preferred Knowledge: Familiarity with hotel management systems or similar software solutions is highly preferred.
  • Technical Skills: Strong troubleshooting, problem-solving, and analytical skills.
  • Support Tools: Proficiency in using ticketing systems and other support tools for efficient issue management.
  • Leadership Skills: Proven experience in managing escalations, scheduling, and leading support teams.
  • Communication: Exceptional communication skills for engaging both technical and non-technical audiences.
  • On-site Work: Must be willing to work fully on-site in Cubao, Quezon City in a dynamic, fast-paced work environment.

Job Type: Full-time, Permanent

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Potential for promotion to a permanent role

Application Question(s):

  • What are your expected salary packages?
  • Are you comfortable with working on a shifting schedule, including weekends, holidays, and overtime as needed?
  • When would you be available to start if selected?
  • Kindly provide your active contact number and email address, in case the ones in your CV are outdated.
  • Are you willing to work fully on-site in Cubao, Quezon City?

Experience:

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

Work Location: In person

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