Level Support - Team Manager - Taguig (start ASAP)

TASQ Staffing Solutions; Taguig; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading staffing agency in Taguig is seeking a Level Support Team Manager to lead a tech support team. The ideal candidate will have a minimum of 2 years of experience in technical support and team management. Responsibilities include handling customer inquiries and ensuring that feedback is channeled into product development. This position also requires strong communication and conflict resolution skills.

Qualifications

• Minimum of 2 years experience in supporting a tech program.
• Experience managing a team of 10 to 12 TSRs.
• Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment.

Responsibilities

• Handle support issues from Nessus customers via web-to-case, voice, and chat channels.
• Utilize Salesforce to document support interactions.
• Analyze and advance complex technical issues to support the team.

Skills

Team management

Technical support

Customer service orientation

Conflict resolution

Proactive attitude

Education

Bachelor's degree or associate degree

Tools

Salesforce

Nessus

Job description

About the job Level Support - Team Manager - Taguig (start ASAP)

Our most successful candidates will have

• A bachelor's degree or associate degree is preferred but not required.
• Minimum of 2 years experience in supporting a tech program.
• Experience in managing a team of 10 to 12 TSRs.
• Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration, security, and Active Directory.
• Demonstrated leadership/people manager skills; the ability to take the lead in making improvements and resolving issues.
• Knowledge of metrics, their measurements, thresholds, targets, and process owners.
• Strong customer orientation when managing communications and issues.
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale-boosting exercises.
• A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.

Job Responsibilities:

• Handle support issues from Nessus customers via web-to-case, voice, and chat channels.
• Handle product how-to, configuration, and product installation inquiries using fixes and solutions from the Nessus support knowledge base.
• Utilize the Tenable Salesforce instance to document all support interactions and advance issues to other support teams per documented processes.
• Analyze and advance complex technical issues to support the team.
• Ensure customer feedback is properly channeled into Product Management and Research & development.
• Identify opportunities to improve or add content to the Nessus Support Knowledgebase and work with the support team to get the content added so it can be reused.
• Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations