Technical Support Professional Lead

Technical Support Professional Lead

Clark, Philippines (Onsite)

Full-Time

JPC - 20108

Summary

Act as a technical resource for Technical Support Professionals to resolve more complex issues and answer questions.

Essential Duties And Responsibilities

The essential duties and responsibilities can include the following. However, other duties may be assigned.

• Act as a resource for Technical Support Professionals to ask technical questions to.
• Solve complex issues that Technical Support Professionals are unable to solve.
• Responsible for reviewing case details, providing feedback or next steps for a TSP to take, or working the case until a resolution is found.
• Communicate issue resolution to TSP.
• Escalate cases to the appropriate department at the customer or vendor if unable to resolve the issue.
• Communicate and publish new troubleshooting procedures or process improvements.
• Actively share newly acquired information with the whole team.
• Responsible for coordinating and maintaining helpdesk documentation in the Wiki.
• Communicate with Corporate Customer Accounts.
• Keep the Account Manager, Site Manager, and Supervisors informed of any serious or ongoing issues.
• Communicate performance concerns with TSP to Supervisors so any concerns can be addressed in one-on-one meetings.
• Participate in conference calls with Corporate Customer Account.
• Stay abreast and maintain technical knowledge.
• Train appropriate resources to ensure knowledge transfer.
• Work with other Lead Technicians to develop and publish an on-call schedule.
• Actively participate in weekly meetings with Supervisors and the Operations Manager/Director to review SLAs, open calls, and any areas of concern.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Technical Capacity Demonstrates depth of knowledge and skill in a technical area. Effectively applies technical knowledge to solve a range of problems.
• Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully; Develops alternative solutions.
• Attendance/Punctuality - Is consistently at work and on time. Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Multi-tasking Ability to manage multiple priorities at once. This includes logging case notes while on customer calls and keeping up with and answering several chat windows at the same time.
• Customer/Client Focus - Responds promptly to customer needs. Solicits customer feedback to improve service. Responds to requests for service and assistance.
• Communication Speaks clearly and concisely using proper grammar in both oral and written communication.
• Professionalism - Approaches others in a tactful manner. Reacts well under pressure. Treats others with respect and consideration. Accepts responsibility for own actions. Follows through on commitments.
• Results Orientation - Focuses on the desired result of one's own work, setting challenging goals, putting effort into the goals, and meeting or exceeding them even when under pressure.
• Coachable - Open to constructive feedback and coaching. Applies feedback to meet performance goals.

Language Skills

Ability to read and interpret documents such as instructions, customer incident reports, and procedure manuals. Ability to write correspondence, customer incident reports, and substantiate via verbal or written mediums. Ability to speak effectively over the phone to customers and to supervisors, colleagues and management.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standardization exists. Ability to interpret a variety of instructions. Ability to solve practical problems via a logical, analytic approach.

Other Skills And Abilities

Ability to multitask. Ability to work in a fast-paced environment. Strong time management and organizational skills.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment or a home office environment. If the role is being performed in a home office environment, the home office must have a door that can be closed to avoid outside distractions. The role routinely uses standard office equipment such as a computer and soft phone.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work may vary. This role may require on-call availability to answer questions outside of work as needed.

Required

Education and/or Experience

• High school diploma or equivalent.
• Type 35+ words per minute.
• Strong communication skills.
• Demonstrated technical aptitude.
• Experience working independently and as part of a team.
• Experience being the established technical resource and subject matter expert in a team.

Preferred

• Technical certificate or Bachelor's Degree.
• 2 years of experience in Technical Support.

AAP/EEO Statement

SEI, LLC. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Solugenix

Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure complianceproviding clients with reliability and a strong competitive edge. Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just businessit means having a dedicated ally focused on your success in today's fast-evolving digital world.