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Technical Support Supervisor

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Technical Support Supervisor

  • Location:

    Pasig

  • Sector:

    Monroe Information Technology

  • Job type:

    Permanent

  • Salary:

    Negotiable

  • Contact:

    Liana Marie Samia

  • Contact email:

    liana.samia@monroeconsulting.com.ph

  • Job ref:

    BBBH416735_1679639713

  • Published:

    about 1 year ago

  • Expiry date:

    2023-04-18

  • Client:

    Monroe Consulting Group

Technical Support Supervisor
Executive search firm Monroe Consulting Group is recruiting on behalf of a professional gaming company in the country. Our respective client is looking for a Technical Support Supervisor who will be responsible for overseeing the technical support team and ensuring they provide timely and effective support to customers or clients. This role requires onsite reporting and will be reporting to Technical Support Manager.

Tasks and Responsibilities:
  • Ensure that customers receive high-quality technical support and that the team is working effectively and efficiently to resolve issues.
  • Make sure that all customer interactions are handled professionally and that the team provides solutions to customer issues in a timely and efficient manner.
  • Establish and maintain effective support processes to ensure customer issues are resolved quickly and accurately. This may involve developing technical documentation, creating escalation procedures, and implementing tools to streamline support operations.
  • Monitor key performance indicators (KPIs) such as response times, ticket volume, and customer satisfaction rates to identify areas for improvement and optimize support operations.
  • Work closely with other departments, such as product development or engineering, to ensure that customer issues are resolved effectively and to communicate customer feedback.
  • Keep up-to-date with the latest technologies and industry trends to ensure the team can provide the best support possible.
Job Requirements

  • Bachelor's degree in Information Technology or any related field
  • More than 5 years' proven experience in Technical Support, at least 1 year as Supervisor
  • Should have strong leadership and communication skills, be able to work collaboratively with other departments, and stay up to date with the latest trends and developments in technology.
  • Expertise in IT and Website SRE
  • Excellent knowledge in domain know-how
  • Hands-on experience in monitoring, issue isolation and restoration of network Infra and security.