**Job Title:** Support Manager - Remote Work
**Company:** Converge ICT Solutions Inc.
**Location:** Makati, NCR, PH
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
**Job Description:**
Converge ICT Solutions Inc. is seeking a dedicated and experienced Support Manager to join our dynamic team in a part-time capacity. The ideal candidate will be resourceful, independent, and have a proven track record in support management roles, demonstrating a commitment to excellence and customer satisfaction. As a Support Manager, you will play a crucial role in enhancing our customer experience by leading our support team and ensuring effective resolution of customer issues.
**Key Responsibilities:**
1. **Team Leadership & Management:**
- Oversee the daily operations of the support team, ensuring optimal performance and adherence to company standards.
- Recruit, train, and mentor support agents, fostering a collaborative and supportive work environment.
- Set performance goals for the team and conduct regular evaluations to assess individual and team performance.
2. **Customer Support & Service Excellence:**
- Develop and implement effective support processes and procedures to enhance customer satisfaction.
- Monitor and analyze support metrics to identify trends, areas for improvement, and opportunities for best practices.
- Resolve escalated customer inquiries and complaints with a focus on maintaining high levels of customer satisfaction.
3. **Communication & Collaboration:**
- Act as a primary point of contact between the support team and other departments, facilitating effective communication.
- Collaborate with product and technical teams to provide feedback on customer needs and recommend improvements to existing offerings.
- Organize regular team meetings to discuss challenges, share insights, and promote a positive team culture.
4. **Strategic Planning & Development:**
- Identify and implement strategies to improve service delivery and team efficiency while supporting company growth objectives.
- Conduct regular training sessions and workshops to keep the team updated on best practices and new technologies.
- Encourage calculated risk-taking to drive innovation and progress within the support function.
5. **Reporting & Documentation:**
- Prepare and present regular reports on team performance, customer feedback, and support metrics to senior management.
- Maintain accurate documentation of processes, policies, and training materials for reference and ongoing development.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Information Technology, or a related field.
- **Experience:** Minimum of 7 years of experience in a customer support or support management role, preferably in a tech-driven environment.
- **Technical Skills:**
- Proficiency in support ticketing systems and CRM software.
- Understanding of customer service best practices and metrics (e.g., CSAT, NPS).
- **Personality Traits:**
- Resourceful and independent, capable of making decisions and solving problems efficiently.
- Strong analytical skills and attention to detail, with the ability to focus on quality and effectiveness in service delivery.
- **Soft Skills:**
- Excellent people management skills, with an ability to inspire and motivate a diverse team.
- Strong communication and interpersonal skills to effectively interact with team members and customers alike.
**Benefits:**
- Gym membership to promote health and wellness.
- Company transportation to ensure convenience for team members.
- Free accommodation (if necessary) to facilitate a comfortable working environment.
**Working Environment:**
At Converge ICT Solutions Inc., we encourage calculated risk-taking to drive innovation and progress. Our team thrives on open communication, collaboration, and a commitment to personal and professional growth.
**Application Deadline:**
Please submit your application by October 2, 2024.
**Equal Opportunity Statement:**
Converge ICT Solutions Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
