Tech Support Team Lead

Salary: ₱35,000 – ₱45,000 per month

Job Description

Position Summary & Key Areas of Responsibility:

• Leads support teams and ensures teams meets SLA standards.

• Supports Supervisor in all Supervisory duties.

• Works in a high volume serving as the primary interface to internal and external customers and/or their agents.

• Position is dedicated to Call/Incident Management operations and/or request for escalation.

• Conducts audits and assists in work direction of the team to ensure daily functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met.

• Responsible for new agent set-up and training, providing direction and support to the management team.

• Supports Knowledge base creation, documentation, maintenance, and integrity in relevant databases (SNOW, OKM, SharePoint etc).

• Suggest ways and means to motivate / improve assigned team's performance.

• Participate in management, team meetings and activities.

• Participate in special projects to continuously improve processes, tools, systems and organization.

• Applies methodologies, processes and tools to enhance work effectiveness and to implement process improvements.

• Responsible to attend and re-assign all company mandated/recommended training courses.

Basic Qualifications:

• Excellent communications, soft and relationship building skills.

• Leads by example and listening skills.

• Sense for urgency.

• Technical Knowledge.

• Organizational, problem solving and analytical skills.

• Proficient in Excel and PowerPoint.