International Technical Support Shift Manager – Philippines

International Technical Support Shift Manager – Philippines

Job title: International Technical Support Shift Manager – Philippines

Company: DreamHost

Job description: Note regarding location: This is a remote position within the Philippines only. This position is only open to people living in the Philippines.

Overview

DreamHost is looking for a highly skilled, high-energy International Technical Support Shift Manager to join our Technical Support team. The Manager must be passionate about DreamHost and the products we offer, must have a technology background and have experience independently managing workflows and team members. This individual will champion the success of the Technical Support team members, helping to ensure shift and team goals are met and issues are properly addressed.

Responsibilities

Assist and mentor team members including non-direct reports to align individual goals with overarching team goals & company mission

Represent, develop, and participate in the improvement of DreamHost culture

Foster an environment of Diversity, Equity, and Inclusion

Coordinate with Tech Support Quality Assurance team to ensure Customer Success

Monitor queue and LiveChat levels and trends and make arrangements to align with current team goals, including but not limited to communication, and escalation within designated channels

Handle managerial customer escalations in LiveChat situation

Assess workflows & metrics, improve shift-based process and procedure

Manage all aspects (incoming support, bug creation, reporting) of assigned projects using designated tools

Participate in weekly standup meetings

Great attitude and strong work ethic

Proactively communicates in order to resolve issues

Technical background

3+ years of technical managerial experience

Act as a mentor to foster personal growth to lead team members to success

*Job responsibilities and duties can and will change over time.

Company will discuss growth paths and make changes to this job assignment as necessary.

Expected salary:

Location: Cebu City, Cebu

Job date: Sun, 07 Nov 2021 03:35:35 GMT

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