2 Technicians jobs in Cebu
Technical Support Team Lead
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Job Description
Job Description:
The Technical Support Manager provides expert oversight and advanced troubleshooting for post-sale technical support operations. This role ensures timely resolution of complex technical issues, maintains optimal system performance, and empowers support staff with the tools and knowledge needed to deliver exceptional customer service. The position also involves proactive monitoring, analysis, and collaboration with internal teams to prevent and address performance concerns before they escalate.
RequirementsKey Responsibilities:
- Serve as the primary technical escalation point for complex support cases.
- Guide and mentor support staff, providing resources and training to enhance problem-solving skills.
- Maintain detailed technical troubleshooting protocols and documentation.
- Assist with WiFi and networking setup for connected systems, including remote troubleshooting.
- Resolve escalated technical cases involving hardware, warranty, or manufacturer coordination.
- Review and analyze system performance data to recommend corrective actions.
- Manage and maintain monitoring platform access and ensure accurate system setup.
- Develop internal dashboards or reporting tools for proactive issue detection.
- Conduct active monitoring to identify under performance or connectivity faults.
- Coordinate with service teams for timely field interventions when required.
Qualifications:
- Proven experience in a technical support or technical management role.
- Strong troubleshooting skills in hardware, software, and networking.
- Familiarity with monitoring systems, portal management, and system performance analytics.
- Excellent communication skills, with the ability to explain technical concepts to non-technical users.
- Proficiency in documenting technical processes and creating troubleshooting guides.
- Ability to lead, mentor, and train technical support teams.
- Experience coordinating with external vendors, service partners, or manufacturers.
- Strong organizational skills with a proactive approach to issue detection and resolution.
Why Join Us?
- Healthy, supportive, and conducive work environment (Great Place to Work Certified for three consecutive years)
- Work with an innovative company delivering cutting-edge solutions across multiple industries
- Lead a team in a fast-paced, high-growth environment
- Competitive salary with opportunities for career advancement
- Collaborative, forward-thinking work culture
- 21 leave credits plus all client-based holidays
- HMO coverage with dependent benefits
- Exposure to world-class leadership from both local and international supervisors
Ready to take your sales career to the next level? Apply now
Spanish Technical Support Specialist
Posted today
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Job Description
Customer Service & Technical Support - Spanish
Dedicated Customer Support Specialist with Technical Expertise, Committed to Outstanding Service through Effective Communication, Problem Solving, and a Positive Attitude. Apply Now
We are seeking highly motivated Customer Service and Technical Support Specialists with a technical background to join our team. The ideal candidate should possess excellent Spanish communication and customer service skills, along with strong problem-solving abilities and a passion for delivering exceptional service. This role requires active listening, patience, tenacity, and adaptability to effectively address customers' concerns and provide timely solutions. A positive attitude is essential to foster a productive and customer-focused environment. If you are looking to apply your technical expertise in a dynamic and supportive team, we encourage you to apply now
Key Responsibilities:
- Provide exceptional customer support, resolving technical issues related to products or services in the Latin American region.
- Demonstrate strong problem-solving skills to troubleshoot and resolve customer concerns efficiently.
- Listen actively to customers, ensuring a clear understanding of their issues and offering appropriate solutions.
- Handle customer inquiries with patience and professionalism, maintaining a positive and helpful attitude.
- Adapt to varying customer needs, offering tailored solutions and suggestions based on technical knowledge.
- Collaborate with internal teams to ensure the timely resolution of escalated issues and improve service delivery.
- Maintain up-to-date knowledge of products, services, and technical updates to provide accurate assistance.
- Track and document customer interactions and resolutions to ensure effective follow-up and resolution of issues.
- Uphold customer satisfaction by offering clear communication and ensuring quality service at all times.
- Continuously improve personal performance through feedback and training opportunities.
Qualifications:
- Excellent Spanish communication skills, both verbal and written, with a customer-centric approach
- Proven experience in customer service and technical support roles, with a focus on resolving technical issues and providing exceptional service.
- Strong troubleshooting skills and the ability to diagnose and resolve technical problems efficiently.
- In-depth understanding of technical systems, software, or hardware, and the ability to convey technical information to non-technical customers.
- Ability to handle escalated issues, manage conflict, and provide effective resolutions calmly and professionally.
- Experience using customer service software, ticketing systems, and technical tools to track, manage, and resolve customer concerns.
- Strong problem-solving abilities with a focus on delivering quick and accurate solutions.
- Active listening skills, with the ability to understand customer needs and provide tailored solutions.
- Patience, adaptability, and a positive attitude when dealing with challenging or complex customer interactions.
- Ability to work under pressure and meet service level agreements while maintaining a high standard of service.
- Proficiency in using Microsoft Office Suite (Excel, Word, Outlook) and other relevant tools.
- Ability to work both independently and collaboratively in a fast-paced, team-oriented environment.
- Skilled in using support tools like Zendesk or Freshdesk, with strong ticketing and escalation management.
- Able to work on a night shift.
Why Join Us?
- Healthy, supportive, and conducive work environment (Great Place to Work Certified for three consecutive years)
- Work with an innovative company delivering cutting-edge solutions across multiple industries
- Competitive salary with opportunities for career advancement
- Collaborative, forward-thinking work culture
- 21 leave credits plus all client-based holidays
- HMO coverage with dependent benefits
- Exposure to world-class leadership from both local and international supervisors
Ready to take your sales career to the next level? Apply now
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