Technical Support Manager - Work From Home for Philippines Based Talents

Day shift (work from home)20 leave credits upon regularizationCollaborative and supportive team cultureAbout the Role The primary purpose of this role is to ensure Janison’s customers receive outstanding support and product queries are responded to and resolved within SLA timeframes. This will involve creating or updating support processes, knowledge articles, training, and coaching Technical Support Leads and Technical Support Engineers.

The Technical Support Manager will oversee the day-to-day functions of the PH Support team and ensure the staff responds to and resolves end-user inquiries, and assess or triage problems or issues from support tickets, emails, calls, and chats raised by Janison’s clients. Where required, the incident may need escalation; the Technical Support Manager will work closely with Level 3 teams to assist with incidents or tasks that are outside the scope of Level 2. Technical Support Manager will have a full understanding of the functional knowledge of the company products and services.

Roles And ResponsibilitiesProduct KnowledgeDevelop and maintain advanced knowledge of the functional, operational, and technical aspects of Janison's productsRequired to learn application configuration and apply understanding of infrastructure or development constraints for diagnosisEnsure regular participation is met in development sprint demos to maintain current knowledge of functional, operational, and technical aspects of the Janison productsRequired to participate in product training to learn updates and support all Janison Products or ClientsParticipate in handover training for new clients transitioning into BAU SupportEffectively and accurately communicate relevant product knowledge to clients and Janison staff in a timely mannerTicket ManagementEnsure that new unassigned tickets are triaged and responded to within SLA timeframes (First Reply Time)Ensure that backlog tickets are resolved or escalated to JIRA within SLA timeframes (Agent Work Time)Ensure that backlog tickets are updated in a timely manner with current developments within SLA timeframes (Next Reply Time or Periodic Reply Time)Ensure that the client is provided with any known workarounds immediately or within SLA timeframesEnsure that regular requests for follow-up are issued to tickets that are pending the client’s response dailyEnsure testing is performed in test environments before the configuration is implemented into production environments.

Support UAT and report bugs, and deficiencies identified in the product immediatelyDefuse situations where there is a risk of client dissatisfactionAdministration control of the Zendesk Ticketing System, with cross-knowledge requirements for the Jira Ticketing SystemTeam ManagementManage local support staffManage support rosters by setting up efficient 24/7 coverageProduct escalation pointHire and train Technical Support Engineers as required to meet demandsManage and report staff performance/goal reviewsManage regular team meetings to discuss priorities, clients, and product updatesEnsure Technical Support Engineers are meeting SLA timeframes by actioning unassigned tickets and backlogs, and escalating to Level 3 if requiredEnsure the team is providing any known workarounds immediately.

Ensure the team is following support best practicesRelease ManagementDevelop a schedule for UAT and prod deployment with the client as per the release management plan and send release notes to the clientMonitor deployments and ensure sanity testing is done by the team after each releaseAnalytics / ReportingCreate internal reports to report on Technical Support statistics. o Ticket SLA’so Call SLA’so Same-Day Resolutiono Customer Satisfactiono On-time Delivery of Tasks and Knowledge Articles assignedCreate scheduled external reports for company customersProduce ad-hoc reports as requiredMeeting ManagementArrange and lead client support meetings on Support topics if required.

Participate as requested in monthly client account reviews and provide support statistics as required.

Process ImprovementsPerform deep dive analysis on incidents tagged for review to reduce escalations to Level 3 teamsUpdate client site configuration documentation with any changes that have been made within agreed timeframes and uploaded to the knowledge bankCreate or update Knowledge Bank articles for identified workarounds to be promoted to client-facing resourcesPeople ManagementRegularly coach the team, provide and document feedback, and collaborate on improvement action plansEnsure the team has access to knowledge resources and training neededIdentify blockers, risks, and issues that can trigger attritionPromote a #onejanison culture across the teamRetain 90% of A players, manage up B players, and roll out Performance Management initiatives for C playersRequired ExperienceTertiary qualifications or equivalent experienceAt least 3 years experience in a management role At least 5 years experience in a Customer Service roleExperience in SaaS-based application support Experience in Microsoft Office Operating SystemsExperience in Customer Service or Service desk/call logging systems i.

e. Zendesk, Jira, Freshdesk, GenesysGood understanding of computer systems (hardware, software andapplication), mobile devices, and other tech productsStrong problem-solving and logical aptitude Demonstrates excellent team management skills Proven ability to lead and/or manage client engagements such assupport meetingsAbility to liaise with employees at all levels Demonstrates high levels of reliability, adaptability, and flexible Proven ability to work on own initiative and prioritize own workloadeffectivelyDesirableCSS, Automation, and basic scripting knowledge are favorableShoreXtra Benefits & PerksHMO Coverage Permanent WFH Client-provided equipment20 annual leave creditsDayshift schedule (Rotational shift)Engaging monthly activities Employee referral incentives (Gold)