Technical Support Manager - Work From Home for Philippines Based Talents

• Day shift (work from home)
• 20 leave credits upon regularization
• Collaborative and supportive team culture

About 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 Knowledge

• Develop and maintain advanced knowledge of the functional, operational, and technical aspects of Janison's products
• Required to learn application configuration and apply understanding of infrastructure or development constraints for diagnosis
• Ensure regular participation is met in development sprint demos to maintain current knowledge of functional, operational, and technical aspects of the Janison products
• Required to participate in product training to learn updates and support all Janison Products or Clients
• Participate in handover training for new clients transitioning into BAU Support
• Effectively and accurately communicate relevant product knowledge to clients and Janison staff in a timely manner

Ticket Management

• Ensure 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 timeframes
• Ensure that regular requests for follow-up are issued to tickets that are pending the client’s response daily
• Ensure 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 immediately
• Defuse situations where there is a risk of client dissatisfaction
• Administration control of the Zendesk Ticketing System, with cross-knowledge requirements for the Jira Ticketing System

Team Management

• Manage local support staff
• Manage support rosters by setting up efficient 24/7 coverage
• Product escalation point
• Hire and train Technical Support Engineers as required to meet demands
• Manage and report staff performance/goal reviews
• Manage regular team meetings to discuss priorities, clients, and product updates
• Ensure Technical Support Engineers are meeting SLA timeframes by actioning unassigned tickets and backlogs, and escalating to Level 3 if required
• Ensure the team is providing any known workarounds immediately.
• Ensure the team is following support best practices

Release Management

• Develop a schedule for UAT and prod deployment with the client as per the release management plan and send release notes to the client
• Monitor deployments and ensure sanity testing is done by the team after each release

Analytics / Reporting

• Create 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 assigned
• Create scheduled external reports for company customers
• Produce ad-hoc reports as required

Meeting Management

• Arrange 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 Improvements

• Perform deep dive analysis on incidents tagged for review to reduce escalations to Level 3 teams
• Update client site configuration documentation with any changes that have been made within agreed timeframes and uploaded to the knowledge bank
• Create or update Knowledge Bank articles for identified workarounds to be promoted to client-facing resources

People Management

• Regularly coach the team, provide and document feedback, and collaborate on improvement action plans
• Ensure the team has access to knowledge resources and training needed
• Identify blockers, risks, and issues that can trigger attrition
• Promote a #onejanison culture across the team
• Retain 90% of A players, manage up B players, and roll out Performance Management initiatives for C players

Required Experience

• Tertiary qualifications or equivalent experience
• At least 3 years experience in a management role
• At least 5 years experience in a Customer Service role
• Experience in SaaS-based application support
• Experience in Microsoft Office Operating Systems
• Experience in Customer Service or Service desk/call logging systems i.e. Zendesk, Jira, Freshdesk, Genesys
• Good understanding of computer systems (hardware, software andapplication), mobile devices, and other tech products
• Strong problem-solving and logical aptitude
• Demonstrates excellent team management skills
• Proven ability to lead and/or manage client engagements such assupport meetings
• Ability 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 workloadeffectively

Desirable

• CSS, Automation, and basic scripting knowledge are favorable

ShoreXtra Benefits & Perks

• HMO Coverage
• Permanent WFH
• Client-provided equipment
• 20 annual leave credits
• Dayshift schedule (Rotational shift)
• Engaging monthly activities
• Employee referral incentives (Gold)