Roles and ResponsibilitiesThe tasks of Support Team Lead are to ticket management by escalating tickets into JIRA, collaborate with Development and Content teams to provide advice and assistance on escalated tickets, determine technical support and solutions to tickets, work with Account Manager and Product Owner to engage the client, report bugs and deficiencies identified in the product testing, and manage the escalation of tickets.The other responsibilities of the Support Team Lead are to implement site configuration changes to meet the client's learning requirements, update the client site configuration documentation with any changes that have been made and be able to defuse situations, provide analytics and reports by creating internal reports to understand Helpdesk statistics and to track KPI & SLAs, creating external support reports to provide to the company's customers, and produce ad-hoc reports as required.The Support Team Lead is expected to manage meetings, arrange and lead client support meetings, participate and provide a positive outcome for onsite client meetings held by other company staff, and participate as requested in monthly client account reviews and provide support statistics as required.Required ExperienceExperience in Team Lead activitiesMinimum of 3 years' experience in Customer Service or Service desk/call logging systemsMinimum 3 years' experience working in a similar role focusing on technical application supportMinimum QualificationsTertiary Education / Certification or equivalentA Successful Candidate must haveAbility to demonstrate excellent customer service skillsStrong logical aptitudeCalm and mature demeanor Strong communication skills (both verbal and written)Excellent team management skillsAbility to lead and manage client engagementsAbility to liaise with employees at all levelsHigh levels of reliability, adaptability, and flexibility A strong work ethic Effective team working skills and a can-do attitudeAbility to work on own initiative and prioritise own workload efficientlyAbility to effectively deal with conflict (internally and externally)Ability to work in a fast-paced environmentAbility to obtain full police clearances with no blemishes on the recordProficient withMS OfficeZendesk  Jira CSS 60000 Php Manuel A. Roxas Highway Central Luzon Angeles City 2009 PH

Support Team Lead

  • Experienced Level
  • Competitive salary and great employee benefits
  • Medical and dental health insurance

Roles and Responsibilities

The tasks of Support Team Lead are to ticket management by escalating tickets into JIRA, collaborate with Development and Content teams to provide advice and assistance on escalated tickets, determine technical support and solutions to tickets, work with Account Manager and Product Owner to engage the client, report bugs and deficiencies identified in the product testing, and manage the escalation of tickets.

The other responsibilities of the Support Team Lead are to implement site configuration changes to meet the client's learning requirements, update the client site configuration documentation with any changes that have been made and be able to defuse situations, provide analytics and reports by creating internal reports to understand Helpdesk statistics and to track KPI & SLAs, creating external support reports to provide to the company's customers, and produce ad-hoc reports as required.

The Support Team Lead is expected to manage meetings, arrange and lead client support meetings, participate and provide a positive outcome for onsite client meetings held by other company staff, and participate as requested in monthly client account reviews and provide support statistics as required.

Required Experience

  • Experience in Team Lead activities
  • Minimum of 3 years' experience in Customer Service or Service desk/call logging systems
  • Minimum 3 years' experience working in a similar role focusing on technical application support

Minimum Qualifications

  • Tertiary Education / Certification or equivalent

A Successful Candidate must have

  • Ability to demonstrate excellent customer service skills
  • Strong logical aptitude
  • Calm and mature demeanor 
  • Strong communication skills (both verbal and written)
  • Excellent team management skills
  • Ability to lead and manage client engagements
  • Ability to liaise with employees at all levels
  • High levels of reliability, adaptability, and flexibility 
  • A strong work ethic 
  • Effective team working skills and a can-do attitude
  • Ability to work on own initiative and prioritise own workload efficiently
  • Ability to effectively deal with conflict (internally and externally)
  • Ability to work in a fast-paced environment
  • Ability to obtain full police clearances with no blemishes on the record

Proficient with

  • MS Office
  • Zendesk  
  • Jira 
  • CSS

Perks

  • Free barista-style coffee and subsidised canteen
  • Medical and dental insurance
  • Free parking and jeepney services
  • Great employee benefits
  • Highly engaged team
  • Fun and family-oriented working environment