L1 Support Lead

2 weeks ago


Singapore MyCareersFuture Full time
Job Description

**Job Summary**

We are seeking a highly skilled and experienced Technical Operations Manager to lead our L1 Support team. As a key member of our organization, you will be responsible for providing exceptional customer service, managing a team of technical support representatives, and ensuring the delivery of high-quality support services.

Key Responsibilities

  • Team Management: Lead and manage a team of technical support representatives, providing guidance, coaching, and development opportunities to ensure team members are equipped to provide excellent customer service.
  • Customer Service: Provide exceptional customer service, responding to customer inquiries, and resolving issues in a timely and professional manner.
  • Process Improvement: Identify opportunities for process improvement and implement changes to enhance the efficiency and effectiveness of our support services.
  • Reporting and Analytics: Develop and maintain reports and analytics to track key performance indicators (KPIs) and provide insights to inform business decisions.
  • Collaboration and Communication: Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure alignment and effective communication.

Requirements

  • Education: Bachelor's degree in Computer Science, Information Technology, or related field.
  • Experience: Minimum 5 years of experience in technical support, team management, or a related field.
  • Skills: Strong leadership and communication skills, ability to analyze complex technical issues, and experience with ITIL methodology.

What We Offer

  • Competitive Salary: A competitive salary and benefits package.
  • Opportunities for Growth: Opportunities for career growth and professional development.
  • Collaborative Environment: A collaborative and dynamic work environment.


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