Team Leader - Technical Support
Team Leader - Technical Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
We are looking for a results-driven Team Leader to oversee a team of Technical Support Representatives providing global customer support. The ideal candidate is a hands-on leader who can coach guide and manage a high-performing support team while ensuring prompt resolution of customer issues adherence to escalation protocols and coordination with HQ for mission-critical technical incidents.
Key Responsibilities
Team Leadership & Supervision
- Supervise a team of Technical Support Representatives providing global support through calls and emails.
- Monitor team performance productivity and adherence to SLAs.
- Conduct regular performance reviews provide coaching and lead upskilling/training sessions to maintain service quality.
Operational Oversight
- Ensure adequate staffing across shifts and maintain full coverage for operations including weekends and holidays.
- Manage shift handovers and ensure proper documentation and knowledge transfer between shifts.
- Review and audit tickets to ensure proper escalation documentation and resolution. Issue Escalation & Coordination
- Serve as the primary escalation point for C-level and higher-tier (B A S-level) technical issues.
- Validate technical details and documentation (logs symptoms history) before escalating unresolved or high-priority issues to the HQ.
- Ensure remote troubleshooting (e.g. reinstallation of software) is executed properly by team members and assist when needed.
Reporting & Communication
- Provide regular reports to internal leadership and client stakeholders regarding ticket volume resolution times escalations and team performance.
- Coordinate with the client-side HQ team for updates feedback and technical issue follow-through.
- Assist in process documentation FAQs and workflow improvements for technical support functions.
Requirements
- 24 years of experience in a technical support environment with at least 1 year in a leadership or supervisory role
- Solid technical background preferably with experience in remote troubleshooting software installation and log analysis
- Strong leadership and team management skills including conflict resolution and performance coaching
- Excellent verbal and written communication skills in English
- Willingness and ability to work rotating shifts including nights weekends and holidays
- Proficiency in using support tools such as Zendesk Freshdesk Jira Service Desk or similar platforms
Experience working in a global support setting is highly desirable
Preferred Skills
- Experience in managing teams across time zones and shifts
- Background in media technology enterprise software or AV/VR-related support
- Familiarity with remote access software (TeamViewer AnyDesk RDP)
- KPI and SLA management experience
Benefits
- HMO with 1 free dependent upon hire
- Life Insurance
- 20 PTO credits annually
- VL and SL cash conversion
- Night Differential
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
- A laptop will be provided by the company
- ONSITE (Near SM Clark Pampanga)
Employment Type
Full Time
