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Team Lead Application Support Analyst

Factura Software OPC Posted: 19 Month
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Description:

Job Highlights

Competitive Salary Package | HYBRID Work set-up | Direct Hire

Equipment Provided | Over-the phone recruitment process

HMO and Paid Leaves | Training Provided |Great work life balance

 

As a Team Lead Application Support Analyst, you are responsible for managing the team and the accounts that they support. The role will take full ownership of supervising, managing, and motivating team members on a daily basis.  Key Responsibilities

  • Creates an inspiring, positive environment that fosters open communication and a feedback culture by coaching, motivating and training team members to empower high performers, motivate high potentials and improve low performers
  • Able to technically guide their team members on disputes and conflict issues and be the first point of contact for their team members seeking help on the tickets they handle.
  • Coaching and upskilling their team members to help grow a high-performance Support Team
  • Hold regular team meetings and create an environment of good communication with effective two-way feedback of information and ideas.
  •  Primary escalation point for clients, responsible for client satisfaction, overall client management and delivery of client solutions.
  • Managing work assignments, workload, equipment, staffing and scheduling, and information between shifts

Job Qualification

  • Candidate must possess at least Bachelor’s degree in Computer Science/ Information Technology or equivalent
  • 3+ years' experience in a Technical Support Team Lead | Supervisor role.
  • Knowledgeable in cloud-based apps, web applications and Zendesk Support
  • Prior experience in Sports betting software and Horse Racing Web Support applications is a plus
  • Good English communication and interpersonal skills 
  • Phone, email support and ticketing tool system knowledge
  • Amenability to work on a shifting schedule as the team operates on a 24/7 basis. (Holidays, weekends, dayshift and night shift schedule). 2 Weekdays off
  • Willing to work on-site, company located at Santa Rosa City Laguna near Laguna Technopark.

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