JOB SUMMARY:
Under the direct supervision of the Customer Support Manager, the position is responsible for leading the Field & In-house operations of the department. He is also responsible for monitoring the performance of his team through coaching, mentoring, and making plans for the improvement of the teams.
DUTIES AND RESPONSIBILITIES:
- Provides team leadership and coaching.
- Focuses on the accomplishment of the group’s tasks and identifies internal and external customer requirements for immediate action.
- Sees to it that the group maintains an average SLA of 98%.
- Communicates team status, task accomplishment, and direction.
- Acts as a reliever for the Manager in case of absence.
- Handles customer complaints and elevates critical decisions to the Manager if the decision is not within the authority.
- In charge of Project Management.
- Develops and maintains awareness of internal and external factors affecting the organization or specific work assignments.
- Stays up-to-date on the latest professional and technical specialties to further contribute and enhance the team’s effectiveness.
JOB SPECIFICATIONS:
- College Graduate (Computer Engineering or other computer-related courses)
- At least 4 years’ experience in technical support; 2 years of which in a supervisory role.
- Skill in organizing resources and establishing priorities.
- Ability to supervise and train employees, including organizing, prioritizing, and scheduling work assignments. Good interpersonal and team-building skills.
- Ability to gather data, compile information, and prepare reports.
- Ability to communicate effectively, both in oral and in writing.
- Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
- Ability to pay attention to details to avoid simple errors.
- Employee development and performance management skills and the ability to work under pressure to achieve team and individual targets.
- Ability to accommodate varied and changing workloads.
- Self-motivated with a desire for constant improvement
