Technical Support Quality Architect

TELUS Digital; Makati; In loco; PHP 420.000 - 720.000; Tempo pieno

Descrizione del lavoro

You will identify recurring issues, gaps in troubleshooting, and opportunities to improve documentation and processes, while providing actionable feedback to cross-functional teams for continuous service quality enhancement.

Competenze

• Experience in technical support, quality assurance, operations quality, or customer support within a technical or IT environment.
• Strong understanding of technical support processes, case management, troubleshooting, and escalation handling.
• Ability to assess the quality and effectiveness of technical support interactions and customer communications.
• Familiarity with bug reporting, root-cause analysis, and technical documentation.
• Strong analytical and problem-solving skills, with the ability to identify trends and recommend improvements.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with technical teams and cross-functional stakeholders.
• Strong attention to detail and commitment to customer satisfaction and service quality.

Mansioni

• Monitor and assess the quality of technical support cases handled through email, chat, web, and other support channels.
• Evaluate case handling, troubleshooting accuracy, response quality, escalation procedures, and adherence to established SLAs.
• Review customer communications to ensure clarity, professionalism, empathy, and effective resolution guidance.
• Identify recurring customer issues, technical support gaps, and opportunities to improve troubleshooting and case resolution.
• Assess the quality of technical documentation, bug reports, feature requests, and support escalations.
• Ensure proper case categorization, routing, hand-offs, and root-cause documentation.
• Work with technical support teams to identify process gaps and recommend corrective actions.
• Analyze support performance trends and prepare reports highlighting quality results, recurring issues, and improvement opportunities.
• Provide feedback and coaching recommendations to improve technical troubleshooting, customer handling, and support documentation.
• Collaborate with Level 2 support and other technical teams to ensure escalations and technical consults are clear, complete, and actionable.
• Recommend improvements to support tools, processes, and workflows to eliminate recurring customer pain points.
• Support knowledge sharing and continuous improvement initiatives across the technical support team.

Conoscenze

Technical Support Experience

Quality Assurance

Operations Quality

Customer Support

Descrizione del lavoro

You will identify recurring issues, gaps in troubleshooting, and opportunities to improve documentation and processes, while providing actionable feedback to cross-functional teams for continuous service quality enhancement.