- 100% Work from Home. No office-based setups. Manage your time efficiently and enjoy work-life balance.
- 15 years in the remote work industry. We've helped more than 8K Filipinos establish virtual careers with international clients since 2007.
- Competitive and negotiable compensation (depending on skill level & experience)
- 100% Contributions Fund Assistance* to SSS, Philhealth and Pag-ibig. Traditional employment set-ups only cover 50%, while you shoulder the rest as a salary deduction. *Terms and conditions apply
- Ensuring the team are meeting and exceeding established Service Level Agreements (SLAs). Timely and accurate resolution of technical issues is a key success factor.
- Effective communication is vital for coordinating with team members, stakeholders, and customers.
- Ability to lead, motivate, and manage the helpdesk team is essential.
- Striving for continuous improvement in processes, workflows, and customer service is a critical factor.
- Solution resolution during any areas of complication, confusion or client complexity.
- Maintaining an up-to-date knowledge base and promoting knowledge sharing among team members contributes to quicker issue resolution and empowers end-users to find solutions independently.
- Being skilled in handling conflicts and managing challenging situations, both within the team and with customers, is crucial for maintaining a happy and productive work environment
- Excellent customer satisfaction rating Responsibilities:
- Team Management: Lead, mentor, and manage a team of helpdesk technicians, providing guidance, coaching, and performance evaluations. Foster a positive work environment that encourages teamwork, collaboration, and continuous improvement. Assign and delegate tasks, set clear performance expectations, and monitor progress.
- Technical Support Operations: Oversee the helpdesk support operations, ensuring the timely and accurate resolution of technical issues reported by end-users. Prioritize and escalate support tickets based on severity and impact, and ensure SLAs (Service Level Agreements) are met. Continuously assess and optimize the support process to improve efficiency and customer satisfaction.
- Customer Satisfaction: Maintain a high level of customer satisfaction by providing excellent customer service and addressing user concerns in a professional manner. Monitor user feedback, identify trends, and implement corrective actions as necessary to enhance the overall user experience.
- Incident Management: Manage and coordinate the resolution of complex or high-priority technical issues, ensuring effective communication and collaboration among team members and other relevant departments. Provide regular status updates to stakeholders regarding ongoing incidents and outages.
- Knowledge Management: Oversee development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and self-help resources to empower end-users and improve first-call resolution rates.
- Proactive Internal Communication and Team Player
- Coordinate and collaborate with cross-functional teams: Work closely with other departments to ensure delivery of exceptional customer service, addressing customer concerns promptly, and continuously striving to improve the overall user experience.
- Document and share best practices: Create documentation, including KB articles, configuration notes, and training materials, to facilitate knowledge transfer and enable clients and internal teams to effectively use and support the SaaS solutions.
- Industry knowledge: Stay updated with NDIS & Aged Care industry changes. Qualifications:
- At least three years of experience in a managerial position.
- Extensive background in helpdesk, IT support or technical support of complex products.
- Good communication skills
- Experience in handling escalations and managing Service Level Agreements.
- Adapt at managing, mentoring and leading a team
- Background in document creation, training and coaching.
- Experience in using Jira and zoom
- Experience in using O365 applications (MS Team, etc)
- Tech-savvy, able to grasp and learn new applications fast
- Self motivated and able to work autonomously Note: Please prepare your Government IDs (TIN, SSS, Philhealth, Pag-ibig) as part of the application and placement process. In the event of placement to a contract with a client, you will be required to submit a copy of your BIR 2303 (Certificate of Registration) as part of compliance with government regulations.
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Helpdesk Manager - Sydney, Australia - Remote Staff
Description
JO 13684 | Helpdesk ManagerStatus: Full-time / 40 hours per week
Schedule: 7:00 AM – 4:00 PM Manila Time
Why choose Remote Staff?
Position Overview:
As the Helpdesk Manager, you will play a key role within the organisation and will be responsible for overseeing the daily operations of the helpdesk support function. This role involves managing a team of helpdesk technicians, ensuring timely and effective resolution of technical issues, and maintaining a high level of customer satisfaction. The Helpdesk Manager will collaborate with various departments, manage resources, and implement strategies to enhance the overall efficiency and effectiveness of the helpdesk support services.
Critical Success Factors:
