Technical Helpdesk Team Lead, 24/7 Support

Outsourced; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to international clients. As a Technical Helpdesk Team Lead, you will oversee the first line of support for software and hardware issues, guiding a remote team to ensure timely resolutions.

You will manage escalations, document interactions, stay updated on product knowledge, and contribute to service delivery during 24/7 production shifts from Eastwood, Libis in Quezon City.

Qualifications

• Experience in IT helpdesk or technical support environments.
• Excellent communication and problem-solving skills.
• Willingness to work 24/7 production shifts and possible weekends/holidays.

Responsibilities

• Provide excellent customer service by promptly responding to inquiries and resolving technical issues.
• Diagnose and troubleshoot technical problems reported by customers related to software, hardware, network connectivity, and other IT systems.
• Walk customers through problem-solving steps via phone, email, or chat to help them resolve issues independently.
• Escalate unresolved issues to the appropriate technical teams or senior support personnel for further investigation and resolution.
• Document all customer interactions, including details of inquiries, complaints, and resolutions, in the helpdesk ticketing system.
• Collaborate with other members of the technical support team to share knowledge and best practices for problem-solving.
• Stay up-to-date with product knowledge, troubleshooting techniques, and industry trends to provide accurate and effective support.
• Identify and elevate recurring technical issues or patterns to management for proactive resolution.
• Provide feedback to product development teams based on customer interactions to improve product usability and performance.
• Participate in ongoing training and professional development activities to enhance technical skills and customer service capabilities.

Skills

Customer service

Communication

Tools

Microsoft O365 Administration

Microsoft Azure Administration

VMWare

Job description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to international clients. As a Technical Helpdesk Team Lead, you will oversee the first line of support for software and hardware issues, guiding a remote team to ensure timely resolutions.

You will manage escalations, document interactions, stay updated on product knowledge, and contribute to service delivery during 24/7 production shifts from Eastwood, Libis in Quezon City.