Call Center Technical Lead

Summary

Join our team as a PH Lead and oversee the daily operations of our technical support representatives. You will monitor team performance, provide training and guidance, and report progress to management. This role requires strong communication and problem-solving skills, as you will act as a liaison between representatives and upper management. You will also be responsible for developing and maintaining knowledge bases and training materials. The ideal candidate possesses advanced troubleshooting skills across various hardware, software, and network environments, along with expertise in browser-related issues and operating systems. A stable high-speed internet connection is required.

Requirements

• Demonstrate the ability to diagnose and resolve complex technical issues across hardware, software, and network environments
• Possess expertise in analyzing and resolving browser-related issues (Chrome, Edge, and other modern web browsers)
• Be proficient in Windows and macOS operating systems, including system configurations, updates, and permissions management
• Demonstrate a strong understanding of common software applications, including Office 365, collaboration tools, and cloud-based solutions
• Understand security principles related to software, browsers, and operating systems
• Possess advanced knowledge of browser configurations, extensions, and settings for Chrome and Edge
• Have experience resolving browser compatibility issues with enterprise applications and SaaS platforms
• Be able to troubleshoot performance issues, crashes, and security concerns in web environments
• Possess exceptional critical thinking and decision-making skills for real-time problem resolution
• Have proven experience identifying root causes and implementing effective long-term solutions
• Have access to a reliable computer, a noise-canceling headset, and a stable high-speed internet connection suitable for video calls and troubleshooting tasks

Responsibilities

• Oversee the daily activities of day and night/weekend technical support representatives, ensuring adherence to schedules and quality standards
• Provide ongoing training, feedback, and coaching to team members to improve technical troubleshooting skills and customer interactions
• Monitor call center metrics, such as call volume, resolution times, and customer satisfaction scores, and implement corrective actions as needed
• Resolve team-level issues and escalate critical matters to the US-based Manager as necessary, ensuring minimal disruption to operations
• Develop and maintain knowledge bases, FAQs, and training materials to support team development
• Coordinate with other leads to ensure seamless handoffs between shifts and consistent service delivery
• Conduct regular performance reviews and provide actionable feedback to team members