TECHNICAL SERVICE MANAGER
RESPONSIBILITIES
- 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.