Technical Service Lead – Customer Success & Solutions

Globe Telecom, Inc.; Makati; On-site; PHP 800,000 - 1,400,000; Full time

Job summary

Globe Telecom, Inc. in the Philippines seeks a DC Technical Service Management professional to maintain high customer satisfaction and foster long-term relationships through expert technical support and CRM.

The role focuses on onboarding, training, and continuous improvement, with KPIs around satisfaction, retention, and service quality. A Bachelor’s degree and 5+ years in relevant fields are required.

Qualifications

• Bachelor’s degree in IT/CS/Business Admin or related field.
• Minimum 5 years in technical support or customer success in tech/telecom/data center.
• Experience in customer relationship management and compliance expectations.

Responsibilities

• Customer Relationship Management: Develop and maintain relationships, serve as the primary contact for customers, provide updates on services.
• Technical Support and Expertise: Provide support, resolve issues, assist with data center solutions deployment and optimization.
• Customer Success Initiatives: Develop strategies to enhance satisfaction and retention, monitor KPIs, conduct reviews for improvement.
• Onboarding and Training: Manage onboarding, conduct training sessions on best practices and service usage.
• Customer Feedback and Advocacy: Collect and analyze feedback, advocate within the company, collaborate on product improvements.
• Compliance and Quality Control: Ensure activities comply with regulations and standards, participate in audits, implement risk management strategies.

Skills

Customer Relationship Management

Technical Support

Onboarding and Training

Compliance and Quality Control

Data center solutions deployment

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field

Job description

Globe Telecom, Inc. in the Philippines seeks a DC Technical Service Management professional to maintain high customer satisfaction and foster long-term relationships through expert technical support and CRM.

The role focuses on onboarding, training, and continuous improvement, with KPIs around satisfaction, retention, and service quality. A Bachelor’s degree and 5+ years in relevant fields are required.