Technical Support Lead

12 hours ago

Makati City, National Capital Region, Philippines iScale Solutions Full time ₱500,000 - ₱1,000,000 per year
Technical Enquiries

• Resolve technical enquiries to a high level

• Select and explain the best solution for the customer's needs

• Follow up to ensure action or resolution

• Organise freight collection for return-to-base repairs

• Open Service Calls in Salesforce & Priority

• Follow up open quotes

• Process payments

• Manage the Pentair/Ecoclear warranty claim process

• Provide indicative quote pricing for repairs to customers

Supervisory

• Coordinate daily tasks for Technical Support team members

• Provide technical and professional support for team members

• Manage day-to-day HR aspects of team members, e.g., leave requests, performance reviews

• Coach, mentor, train and develop team members' technical knowledge

General

• Support Repair Centres with phone and email technical support to customers

• Implement best practice for the Technical Support team, leading the creation of standard processes and
procedures

• Monitor the allocation of work to Repair Centres, working with Repair Centre Supervisors and the Area
Manager to balance the workload.

• Liaise with the Technical Manager and Area Manager to share knowledge of product failures

• Work with the Technical Manager to create and manage Troubleshooting Guides for the Technical Support
and Customer Care teams

• Support rollout of broader Service processes nationally

Requirements
• Advanced technical knowledge of the Maytronics product range

• Practical hands-on repair experience of the Maytronics product range

• Strong problem-solving ability

• Proven supervisory experience in a customer facing role

• Proven customer support expertise

• Experience working with and managing team members remotely

• Expert phone contact handling and communication skills and active listening skills

• Proven experience with customer engagement platforms (Twilio is desirable)

• Familiarity with CRM systems and practices (Salesforce is desirable)

• Customer orientated and able to adapt/respond to different types of personalities

• Excellent written & verbal communication and presentation skills

• Ability to multi-task, prioritise and manage time effectively

• Proficient in Microsoft Office suite

Benefits ● Fully work onsite (Corinthian Plaza, Paseo de Roxas, Makati)
● Full Time Employment with competitive salary and benefits
● Medical, dental, and vision insurance coverage

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