Tech Helpdesk Team Head

BDO Unibank; Compostela; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

BDO Unibank is seeking a Head of Tech Support for the Contact Center in Cebu City, Philippines. The role leads a tech support team, ensures timely resolution of issues, and drives customer satisfaction through strong IT leadership and process discipline.

Ideal candidates bring a solid IT background, at least five years in tech support with leadership, and a deep understanding of contact center technologies, CRM, VoIP, and network systems to enable smooth operations.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years in tech support, with at least 2 years in a leadership role.
• Strong knowledge of contact center technologies, including software, hardware, and network systems.
• Excellent problem-solving and troubleshooting skills.
• Proven ability to lead and manage a team effectively.

Responsibilities

• Lead and mentor a team of tech support officers, providing guidance and support to ensure high performance and professional development.
• Oversee the resolution of technical issues related to contact center CRM, VoIP/telephony software among other applications, hardware, and network systems.
• Ensure timely and effective troubleshooting and problem-solving to maintain service levels.
• Identify and implement process improvements to enhance efficiency and effectiveness of tech support operations.
• Collaborate with IT, operations, and customer service to ensure seamless integration of contact center technologies.
• Prepare and present regular reports on tech support performance, issues, and resolutions to senior management.
• Manage the tech support budget, ensuring cost-effective solutions and resource allocation.

Skills

Leadership

IT support knowledge

Problem solving

Contact center technologies

Network troubleshooting

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

CRM software

VoIP/telephony software

Job description

Tech Helpdesk Team Head

Company : Bdo Unibank Job Type : Full Time Cebu City, Philippines

Position Title: Head of Tech Support for Contact Center

Job Summary: The Head of Tech Support for Contact Center is responsible for overseeing the technical support operations within the contact center. This role involves managing a team of tech support specialists, ensuring efficient resolution of technical issues, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in IT support, excellent leadership skills, and a deep understanding of contact center technologies.

Key Responsibilities:

• Leadership and Management: Lead and mentor a team of tech support officers, providing guidance and support to ensure high performance and professional development.
• Technical Support: Oversee the resolution of technical issues related to contact center CRM, VoIP/telephony software among other applications, hardware, and network systems. Ensure timely and effective troubleshooting and problem-solving.
• Customer Satisfaction: Maintain high levels of customer satisfaction by ensuring prompt and accurate resolution of technical issues. Implement strategies to improve customer experience.
• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of tech support operations. Monitor and analyze performance metrics to drive continuous improvement.
• Collaboration: Work closely with other departments, including IT, operations, and customer service, to ensure seamless integration and support of contact center technologies.
• Reporting: Prepare and present regular reports on tech support performance, issues, and resolutions to senior management. Provide insights and recommendations for strategic planning.
• Budget Management: Manage the tech support budget, ensuring cost-effective solutions and resource allocation.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in tech support, with at least 2 years in a leadership role.
• Strong knowledge of contact center technologies, including software, hardware, and network systems.
• Excellent problem-solving and troubleshooting skills.
• Proven ability to lead and manage a team effectively.