Technical Support Supervisor

5 days ago

Makati City, National Capital Region, Philippines Vaco by Highspring Full time

Technical Support Supervisor (VoIP)


Hybrid | Full-Time

About the Role

We are hiring a
Technical Support Supervisor
for our client
, a technology-driven organization operating within the eCommerce and communications space. This role will lead a technical support team responsible for resolving customer issues related to
Voice over IP (VoIP) services
.

The Technical Support Supervisor will oversee daily support operations, serve as an escalation point for complex technical issues, and drive continuous improvements in service quality, operational efficiency, and customer satisfaction. This role works closely with cross-functional teams to ensure reliable and high-performing VoIP services.

What You'll Do:

Team Leadership & Performance

  • Supervise and mentor a team of technical support professionals
  • Conduct regular performance reviews, coaching sessions, and ongoing feedback
  • Review team tickets, metrics, and KPIs to ensure operational excellence
  • Support hiring and onboarding efforts for new team members
  • Participate in an on-call escalation rotation as a Team Lead

Escalation & Problem Resolution

  • Act as the primary escalation point for complex VoIP issues, including call quality, network configuration, and device compatibility
  • Ensure escalated issues are resolved efficiently while reducing repeat incidents

Operations & Process Improvement

  • Oversee ticket triage, assignment, and escalation workflows
  • Optimize Average Handle Time (AHT) and resolution times without sacrificing quality
  • Implement and measure process improvements to improve service delivery and reduce escalation rates

Training & Collaboration

  • Partner with internal trainers to develop onboarding and ongoing training programs
  • Collaborate with internal teams (network, development, operations) to resolve issues and communicate system trends or outages
  • Maintain working knowledge of products, services, and support tools, including Messaging, Fax, and API services

Customer Experience

  • Ensure the delivery of timely, accurate, and high-quality customer support
  • Maintain strong customer satisfaction (CSAT) results

What We're Looking For:

Technical Expertise

  • Strong knowledge of
    VoIP and telephony technologies
    , including SIP, RTP, and H.323
  • Experience with platforms such as
    Asterisk, FreePBX, Cisco, or Avaya
  • Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls)
  • Proven experience troubleshooting call quality issues (latency, packet loss, jitter)
  • Familiarity with VoIP infrastructure components such as SBCs, gateways, and IP PBXs

Leadership & Soft Skills

  • Proven ability to lead, coach, and motivate a technical support team
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • Customer-focused mindset with the ability to remain calm and empathetic in high-pressure situations

Qualifications

  • Bachelor's degree preferred, or Associate's degree with relevant experience
  • 5+ years
    of experience in technical support
  • 2-3 years
    of hands-on experience in a VoIP-focused role
  • Prior experience managing or supervising a technical team

Why This Opportunity

  • Lead a technically skilled support team on behalf of a growing client
  • Make a measurable impact on service quality and customer experience
  • Hybrid work setup with long-term career growth potential

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