1,700 Technical Support Leader jobs in the Philippines

Job Summary:

The Team Leader is responsible for managing and supporting a team of technical support representatives handling telco-related services. The role ensures that performance metrics, quality standards, and customer satisfaction targets are met, while providing coaching, mentoring, and technical guidance to the team.

Key Responsibilities:

• Lead, coach, and motivate a team of telco technical support representatives to achieve KPIs
• Monitor daily operations, including queue management, call handling, and escalation management.
• Provide real-time floor support for complex technical issues related to telco products and services
• Conduct regular performance reviews, 1:1 coaching sessions, and team huddles.
• Ensure adherence to company policies, client SLAs, and compliance standards.
• Analyze performance trends and recommend process improvements.
• Handle escalated customer concerns and ensure timely resolution.
• Collaborate with Training, Quality, and Workforce teams to improve team effectiveness.
• Prepare and submit reports on performance, incidents, and escalations to Operations Managers.
• Drive employee engagement, retention, and a positive team culture.

Qualifications:

• At least 1 year of leadership exp in a BPO (preferably in telco/technical support).
• Strong technical background in telecommunications (internet, mobile, or fixed line services).
• Excellent people management, coaching, and conflict-resolution skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Must be amenable to work in BGC, Taguig

Technical Support Team Leader

Work Location: Manila, Philippines

1. About KAROFI

Karofi, the number 1 brand in the water purifier industry in Vietnam,
is part of Tecomen Group, established in 2006. Specializing in household products such as water purifiers, hot/cold water dispensers, and air purifiers, Tecomen's flagship brand, Karofi, has become Vietnam's top water purifier brand and operates the largest factory of its kind in Southeast Asia.

Karofi exports to over 50 countries,
with a 36,000 m² facility that produces over 2 million water purifiers and 30 million filters annually. Leveraging advanced technologies like AiOTec and Voice Call, Tecomen reaches more than 10,000 sales points nationwide.

Aiming to rank among the top three global leaders in water and air solutions by 2040
, Tecomen plans to expand R&D into air care and kitchen appliances, launch a larger factory by 2025, and grow Karofi's presence in over 20 countries. The company is committed to collaborating with experts to drive innovation and enhance customer experiences.

Website:

2. Job Description

• Train and coach technicians on technical procedures for installation, repair, and maintenance of the company's products.
• Support the sales team in conducting surveys and providing technical consultations for customers.
• Carry out other tasks as assigned by management.

3. 
Key Requirements:

• Graduated from University/College in technical-related fields.
• English communication skills.

Experience:

• At least 3 years of experience in a similar position

• Experience in Home Appliances/Electrical - Electronics companies is an advantage.

Skills:

• Planning, organizing tasks, and teamwork.

• Presentation and communication skills.

Mindset:

Commitment to excellence, customer-oriented, and continuous innovation.

4. Why Join Karofi

• Join the
#1 Water Purifier Brand in Vietnam
, with a proven track record of successfully
exporting products to over 50 countries worldwide
.

•Competitive and flexible income, including a base salary, commission, and bonus.

• Ensuring employee benefits and compliance with the regulations of the country where the employee works.

• The Group operates systematically with R&D, manufacturing, and technical services

• Work alongside a high-quality global team with a shared aspiration to promote the sustainable development of the Karofi brand.

5. Contact for application:

•
Le Thuy Linh – (Ms. Daisy.)

• Talent Acquisition– Karofi Holding.

• Tel/WA/Zalo/Viber: | E-mail: 

• Web:

We appreciate your interest in this opportunity. Given the high volume of applications, we will only be able to contact shortlisted candidates. We value your understanding and patience in this process. Thank you for your interest and cooperate.

Qualifications (with ₱24K Joining Bonus):

• College Graduate (Must be tech related course - Science, Technology, Computer Science, Engineering or Communication), 2yrs Vocational Course with Diploma related to Technical and/Computer course in nature. (Must have certification)
• At least 2 years of Team Lead experience in BPO industry is required for this position
• Preferably with experience as a Team Leader in Technical Support account
• Has background in Inbound, Outbound, and Non-Voice services (knowledge on all lines of businesses is a plus)
• Good - Excellent communication skills
• Amenable to work on shifting schedule and work on site in Ortigas, Pasig City
• Can start as soon as possible

Functions:

• Responsible in planning daily and weekly operational activities and adjusted strategies to achieve SLAs within available and budgeted constraints.
• Responsible for delegating work, monitoring and coordinating the department functions to meet the deadlines required by client and operations.
• Ensures that processes are in place to achieve the goals and requirements of productivity, quality standards and record retention.
• Responsible for evaluating staff performance, coaching and orienting on the project overview.
• Assist the staff with questions and difficulties on work output; address data inconsistencies and gather the necessary information for missing the data.
• Responsible for maintaining the records of the completed work.
• Responsible for creating and sending the operations daily status report to Supervisor or Operations Manager.

At Transcosmos, our mission is to leverage customer insights to always be client's most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.

Technical Support Manager

Philippines (Remote) - Will transition to full-time in Manila office once it opens in approximately 6 months

$60,000 USD (₱3,426,930 PHP) - $80,000 USD (₱4,570,200 PHP)

Our client, a leader in Unified Endpoint Management is seeking a Technical Support Manager. The client now works with organisations in over 100 countries with a centralized UEM platform for enterprise-wide applications, Identity & threat management, Device and Content management.

We are seeking a highly motivated and experienced Technical Support Manager to lead a global support team across L1, L2, and L3 tiers. The ideal candidate will have a strong background in MDM/UEM products, excellent leadership skills, and a passion for delivering exceptional customer experiences.

Key Responsibilities:

• Lead and manage a distributed technical support team handling L1, L2, and L3 support functions.
• Ensure timely and high-quality resolution of customer issues related to MDM/UEM platforms.
  • Collaborate with Product, Engineering, and QA teams to escalate and resolve complex technical issues.
• Define and monitor KPIs, SLAs, and support metrics to drive performance and customer satisfaction.
• Develop and implement support processes, documentation, and training programs.
• Handle customer escalations with professionalism and urgency.
• Drive continuous improvement initiatives to enhance support efficiency and effectiveness.
• Participate in hiring, onboarding, and mentoring of support engineers.

Required Skills & Experience:

• Proven experience managing technical support teams across multiple tiers (L1–L3).
• Strong domain knowledge in MDM/UEM solutions (e.g., VMware Workspace ONE, Microsoft Intune, MobileIron, IBM MaaS360, etc.).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and stakeholder management abilities.
• Experience with support tools like Zendesk, Freshdesk, Jira, Salesforce, etc.
• Ability to work in a fast-paced, customer-focused environment.

Preferred Qualifications:

• Technical certifications in MDM/UEM platforms.
• ITIL or similar service management certification.
• Experience working in SaaS or enterprise software environments.

Job Responsibilities:

• Team Management: Oversee and manage a diverse team of over 30 technical support professionals, ensuring effective collaboration between remote and onsite staff.
• Task Management: Monitor and manage day-to-day operations of the technical support team, ensuring timely resolution of issues and high-quality service delivery.
• Technical Expertise: Provide guidance and support in troubleshooting hardware and software issues, particularly related to POS systems, PC hardware setup, database troubleshooting, and basic networking.
• Training and Development: Develop and implement training programs for team members to enhance their technical skills and customer service capabilities.
• Performance Monitoring: Establish performance metrics and regularly review team performance, providing constructive feedback to team members to foster continuous improvement.
• Customer Communication: Serve as an escalation point for complex technical issues, communicating effectively with customers to ensure their concerns are addressed promptly.
• Analytical Skills: Utilize analytical skills to assess team performance, identify areas for improvement, and implement strategic solutions to enhance overall service quality.

Job Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Previous experience in a similar role within the technology or retail sectors.
• Proven experience in managing a technical support team of 30+ members.
• Strong background in task management and monitoring technical support operations.
• Technical knowledge of POS systems, PC hardware setup, database troubleshooting, and basic networking.
• Demonstrated experience in troubleshooting both hardware and software issues.
• Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts clearly.
• Strong analytical skills to assess team performance and implement improvements.

If you are a motivated leader with a passion for technology and a commitment to providing exceptional support, we invite you to apply for the Technical Support Manager position

The Technical Support Manager is responsible for the day-to-day operations of the Technical Support Group, providing end-user support to SMDC employees, ensuring that all IT equipment, productivity tools and services are available and accessible for use.

DUTIESANDRESPONSIBILITIES

1. Direct and coordinate a team of Technical Support Engineers
2. Prioritize IT-related problems as they come in SMITH and escalate when necessary
3. Assign problems/tasks to Technical Support Engineers
4. Regularly analyze and review logs to determine if problems are recurring or imminent and develop solutions before they occur
5. Analyze situations and determine resources needed to solve them
6. Make decisions quickly, often with limited information
7. Follow up with customers to gauge their satisfaction with problem resolution; identify technical support problem areas (i.e. negative trends) and, if warranted, implement corrective actions
8. Ensure ongoing training for technical support staff; advise technical support staff on career planning; maintain and analyze training records
9. Provide data, management reports and other relevant information necessary for IT-BPM Management in making informed decisions
10. Coordinate with ITSS and SMPHI to implement rapid problem resolution and service requests, and more importantly, corrective and preventive action to prevent the occurrence and recurrence of problems.

JOB
QUALIFICATIONS
AND
SKILLS
REQUIRED

1. A bachelor's degree in computer engineering or equivalent IT courses
2. Good oral and written communication skills and the ability to work well with people at all levels
3. Must be able to work quickly and methodically; problem solver
4. Customer focused; a positive, take-charge attitude
5. Strong computer, analytical and organizational skills
6. 10+yearsofexperience in technical support; Experience as a team leader in any area of IT will be considered

7.Appropriate project management and/or technical support management certification is preferred

Position Title:
Technical Support Manager

About Advanced Energy
Advanced Energy Industries, Inc. (NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductor and industrial customers. Our precision power and control technologies, along with our applications know-how, inspire close partnerships and innovation in thin-film and industrial manufacturing. We are proud of our rich heritage, award-winning technologies, and we value the talents and contributions of all Advanced Energy's employees worldwide.

Responsibilities:

• Act as Key technical leader as to work with Sales, Customers, Marketing and Engineering team closely for all AE Products
• Prepare Product recommendations by reviewing customer spec/performance requirements, schematics, drawings, plans and related customer documents.
• Supervise TSE, and serve Global customers at Call centre via phone, emails and on-line chat for all Advanced Energy products, including technical and selling related queries.
• Utilize strong combination of technical and relationship skills to engage with customer, as to position and leverage AE's technology for new opportunities.
• Support Engineering on product sustaining for technical and application issues.
• Provide Solution selling and product testing, technical information/document to Sales/FAE, distributors and customers
• Collaborate and assist Sales/FAEs and Technical Support Engineers globally on common customer programs and issues
• Communicate with Marketing, Engineering team on Product and technical knowledge exchange
• Support Global Technical Support activities, such as Power Workshop, Trade Show/Exhibition, Power Seminar, Customer Solution day and training.
• Provide technical and product training to the distributors and local Sales team.

Qualifications
:

• BS Electrical or Electronics and Communications Engineering graduate
• 8 Years in Power Supply Design and Application Support
• Experience in Circuitry/Component trouble shooting and root cause analysis
• Knowledge of Mechanical and electronic assembly process
• Positive and initiative in dealing with challenging works and people
• Good sense on teamwork, positive working attitude & sense of responsibility
• Strong communication and presentation skills
• Able to work for afternoon and night shift

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees in order to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan, we offer a strong benefits package in each of the countries in which we operate.

Advanced Energy is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected Veterans, and Individuals with Disabilities.
We are committed to protecting and respecting your privacy. We take your privacy seriously and will only use your personal information to administer your application in accordance with the RA No also known as the Data Privacy Act of 2012.