Customer Support Manager

ZigZag Media

Pasig City, Metro Manila

Posted over a month ago

Qualifications

Educational Attainment

College Graduate

Min. Work Experience

5 years

RESPONSIBILITIES:
 
  • Manage the Support Desk according to industry best practices. Attend workshops and seminars and/or subscribe to newsletters/blogs to keep abreast of new industry practices which may assist in improving the operation and efficiency of the Support Desk and Client service.
  • Manage the overall Support Desk operation to ensure continuity of consistent, reliable support services and service delivery that not only meets SLAs but exceeds Client expectations. Answer incoming calls to provide backup to the Support staff and to ensure that all incoming calls are being answered. Oversee the daily operations of the Support Desk (voicemail and emails). Monitor overall open cases and monitor all logged cases to see where further training may be required.
  • Manage the Support Desk roster, implementing a staffing and scheduling model for guaranteed coverage at the lowest possible costs.
  • Build a qualified Support Desk team through purposefully planned hiring and training techniques. Mentor the Support Desk Technicians, listening in to their calls and monitoring logged calls to provide skills transfer through knowledge sharing, guidance and assistance.
  • Assist and guide Technicians wherever possible to complete their tasks and responsibilities effectively, taking into account priority, severity and impact when responding to Client issues. Ensure that they operate within the boundaries of support provision and direct the investigation and resolution of serious customer complaints, where required.
  • Assist Technicians to ensure that they provide a work-around, where possible, when a fix is not available and monitor fixes to ensure problems have been adequately resolved.
  • Create internal and public Knowledge Base articles.
  • Assist Technicians to maximise the use of policies, procedures, tools and other resources available to them.
  • Apply innovative ideas to simplify business processes. Establish and document processes and procedures for consistency and increased productivity. Ensure that these processes and procedures are periodically reviewed and updated and particularly implemented.
  • Monitor and analyse the Salesforce Support Dashboards statistics to report on Client support issues, Support Desk performance, trends and staff progress. Act on issues identified.
  • Supervise and Conduct Client Satisfaction Surveys.
  • Oversee departmental charging and cost recoveries. Ensure that all chargeable services are charged at the appropriate levels.
  • Co-conduct Staff Performance Reviews.
  • Liaise with internal IT staff, external vendors, suppliers or contractual partners to ensure that networking, telephony systems and Internet connectivity is operational.
  • Analysis of data to produce insightful monthly reports.
 
REQUIRED QUALIFICATIONS:
 
  • Up to 5 years’ experience in managing a Software Support Desk environment, including experience in user support, service delivery and customer relationship management
  • A high degree of computer literacy and technical competency
  • Sound understanding of IT industry and the latest technologies
  • Exceptional written and oral communication skills with the ability to liaise with a range of various stakeholders
  • Demonstrated ability in managing support teams and a strong understanding of Support Desk operations and activities
  • Demonstrated ability to provide leadership and advice
  • Excellent skill in prioritising incidents based on severity, priority and impact to the client base
 
PERSONAL CHARACTERISTICS REQUIRED:
 
  • The ability to work in a high pressure, fast-paced team environment
  • The ability to work independently and effectively manage and prioritise work
  • The ability to resolve conflict in a diplomatic and professional manner
  • The ability to present topics and issues clearly and confidently
  • Maturity and confidence
  • A flexible, “can do” attitude to work
  • Attention to detail
  • Ability to instill confidence in others
  • Personal focus, dedication and enthusiasm to the task at hand
  • Honesty and integrity
 
To learn more about how we operate please visit our website here: www.zigzagmedia.ph
 
To learn more about how much fun we like to have please visit our Facebook page: https://www.facebook.com/ZigZagMedia/
 
Here is our ZigZag careers Facebook page to stay up to date with recruitment: https://www.facebook.com/ZigZagCareers/ and don’t forget to follow us on Instagram zigzagmediaph

Job Description

ZigZag Media is looking for a superstar Customer Support Manager to join our team!
 
The Customer Support Manager is responsible for organising and growing a team of first and second level Support Desk Technicians and ensuring the smooth operation of the Support Desk.  
 
Our Client has a high regard for fostering long term professional relationships with its Clients and places great importance on delivering quality products and services and maintaining a high level of Client satisfaction.

The Support Desk provides support 24/7 to our Clients' Customers.  The Customer Support Manager is primarily responsible for organising the Support Desk and providing leadership and guidance to all Support Desk staff on Support Desk best practice policies and processes, issue resolution and Client dispute resolution.

Job Details

Job Location

Pasig City, Metro Manila

Employment Type

Full-Time

Job Category

Customer Service

Work Schedule

Day Shift

Position Level

Supervisor

Gross Monthly Salary

Php 80,000 - Php 100,000

ZigZag Media
Company Size
501-1000 Employees
Industry
BPO

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