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SupportNinja

Showing the world a better way to outsource.

Technical Support Team Lead

Support EngineerSupport EngineerFull TimeRemoteSeniorTeam 1,001-5,000Since 2015H1B No SponsorCompany SiteLinkedIn

Location

Philippines

Posted

51 days ago

Salary

0

Seniority

Senior

Bachelor Degree1 yr expEnglish

Job Description

Technical Support Team Lead

SupportNinja

• Oversee the TSR technical support team, providing day-to-day supervision, floor support, and escalation guidance for inquiries related to product troubleshooting, navigation, and general technical concerns. • Lead TSRs handling inquiries across chat and email channels during US hours, driving performance through real-time support. • Be in charge of running and managing the call center daily, ensuring all organization’s products, services, and guidelines are clearly communicated. • Set performance targets and assist team members to ensure SLAs are adhered to and performance metrics are met. • Monitor all interactions to ensure that due procedures, quality standards, and process adherence are strictly maintained for a stable post-launch experience. • Provide essential coaching and quality oversight to strengthen team readiness and improve technical performance. • Support the team through the product’s learning curve, providing expert guidance on complex customer issues. • Champion company core values and facilitate team huddles, presentations, and contests to engage and motivate the team. • Assist in the recruiting, training, and onboarding of employees as the account expands. • Ensure a safe and harmonious working environment and delegate duties effectively. • Collaborate on new strategies and process improvements to better the team’s performance during the stabilization phase. • Provide daily, weekly, and monthly reports at both internal and external client levels to maintain service quality. • Ensure that clients are kept satisfied by providing prompt responses and solutions to their challenges. • Ensure all employees are in line with Regulatory Compliance, Quality, and CBT requirements.

Job Requirements

  • Undergraduate or Bachelor’s degree in Computer Science, Engineering, or a related field.
  • Minimum of 1 year of experience within a contact center/BPO environment as a Technical Team Lead or as a Subject Matter Expert (SME) for technical accounts.
  • Previous experience in an Agent and/or Technical Support Representative role.
  • Excellent technical, diagnostic, and troubleshooting skills, with the ability to manage increased support volumes.
  • Strong leadership and organizational abilities with a focus on people-development and quality feedback.
  • Ability to influence others within the job area through explanation of facts, policies, and practices.
  • Energetic and motivating individual capable of providing service to both internal and external customers.

Benefits

  • Competitive compensation
  • Adherence to government-mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • HMO 1st day + 1 free dependent upon regularization and another 1 free dependent after 1 year of service
  • Paid time off + birthday leave
  • Bonus and incentive plans
  • Opportunities for skills training and personal and professional development
  • Employee Referral Program
  • Experience infinite fun so you can have infinite growth.

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