Responsibilities
- Lead and manage a team of first-line technical support specialists, providing guidance, coaching and mentoring to ensure high levels of customer satisfaction.
- Monitor and evaluate team performance, identifying areas for improvement and implementing strategies to enhance productivity and service delivery.
- Respond to and resolve complex technical support queries, troubleshooting hardware and software issues.
- Escalate unresolved issues to the appropriate specialists and follow up to ensure timely resolution.
- Document and maintain comprehensive records of all technical support activities.
- Continuously seek to improve processes and procedures to enhance the efficiency and effectiveness of the technical support function.
- Collaborate with other teams and departments to ensure a seamless and integrated approach to IT service delivery.
Qualifications
- Proven experience as a technical support team lead or supervisor, with a strong background in IT support and troubleshooting.
- Excellent problem-solving and analytical skills, with the ability to quickly identify and resolve technical issues.
- Strong communication and interpersonal skills, with the ability to effectively manage and motivate a team.
- Proficient in the use of various hardware and software technologies, including operating systems, productivity tools, and network equipment.
- Familiarity with industry-standard IT support frameworks and methodologies, such as ITIL.
- Ability to work collaboratively and build strong relationships with both internal and external stakeholders.
- Required languages: English and Mandarin (fluent in both written and spoken) for direct communication with China-based clients.