Oversee and assess technical support services activities in assigned client size.
Manage, develop and coach technical team/s to meet operational targets and conduct regular reviews to ensure the team performs within set standards.
Promote best practice and continuous improvement in service delivery.
Establish and maintain good customer relationship and ensure customer satisfaction and accurate, timely and complete feedback.
Strategize and monitor daily activities, resolution of customer technical concerns, escalations and backlogs.
Conduct regular service reviews and provide performance statistics and reports.
Effective resource and budget management.
Manage and review contract changes efficiently.
QUALIFICATIONS
Bachelor’s Degree in Computer Engineering, Information Technology or any related course.
With at least 8 years working experience in hands-on hardware technical support in a BPO environment, preferably 6 years of which in supervisory post in the service industry
Excellent customer service skills.
Willing to work in Alabang, Muntinlupa City.
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