Deskripsi Pekerjaan
OutForce BPO is looking for an experienced Technical & Application Support Team Lead to drive excellence in our global support operations. In this remote leadership role, you will be responsible for overseeing a dedicated team of support specialists, ensuring they deliver high-quality service to our international clientele. You will serve as the bridge between the technical team and client stakeholders, handling complex escalations and developing strategies to improve support efficiency.
As a Team Lead, you will not only resolve technical issues but also foster a culture of continuous improvement. You will mentor your team, conduct performance reviews, and implement best practices to optimize our application support workflows. This is a fantastic opportunity for a tech-savvy leader who wants to make a significant impact from the comfort of a remote environment. Join us and help us deliver world-class technical solutions to our partners worldwide.
Tanggung Jawab
- Lead, mentor, and manage a team of technical support specialists to ensure high performance and engagement.
- Oversee daily support operations, including ticket triage, prioritization, and resolution tracking.
- Handle complex technical escalations directly from global clients and internal stakeholders.
- Develop and maintain comprehensive technical documentation, FAQs, and knowledge bases.
- Analyze support metrics and KPIs to identify trends and implement process improvements.
- Conduct regular training sessions to upskill the team on new applications and troubleshooting techniques.
- Collaborate with product and IT teams to resolve recurring software bugs and feature requests.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience (3+ years) in a Technical Support or Help Desk role, with at least 1 year in a Team Lead or Senior Specialist capacity.
- Strong working knowledge of CRM software (e.g., Zendesk, Salesforce) and ticketing systems.
- Excellent command of the English language, both written and verbal, with the ability to communicate complex technical concepts clearly.
- Deep understanding of application support lifecycles and ITIL best practices is highly desirable.
- Self-motivated individual capable of working independently in a fully remote setup.
- Strong problem-solving skills and a customer-centric approach.