Role Overview
The Lead IT Support will establish and manage the company's support environment from the ground up, including onboarding clients, creating processes, and expanding the support team. The role also involves overseeing customer support channels:
- Live chat
- Email support
- Phone support
Working Hours
- 9:00 AM 6:00 PM (Pacific Time)
Work Location
- On-site, St. Moritz Road, 117 Gorordo Ave, Camputhaw, Cebu City, 6000 Cebu
Required Skills and Experience
- Experience setting up a support department from scratch
- Strong technical background (technical support, application support, or developer experience)
- Exceptional communication skills and ability to work directly with end users and clients
- Has at least 2 years of experience providing IT and customer support for software projects
- Ability to derive solutions methodically and address issues step by step
- Experience creating and maintaining support documentation
- Ability to identify issues and route them to the appropriate internal teams
Ideal Candidate
- Previous leadership experience in a structured support environment
- Comfortable launching and scaling a support team, including on-boarding clients
