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Application Support Team Lead - With 5 years experience

With 5 years experience

Pampanga, Central Luzon ·  5 May (updated)

Shore 360

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24 reviews
  • Description

  • Roles and Responsibilities

    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 Application Support Specialists.

    The Application Support Team Leader will oversee the day to day functions of the Support team and ensure the staff responds and resolves end user inquiries, 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 Application Support Team Leader will work closely with Level 3 teams to provide assistance on incidents or tasks that are outside the scope of Level 2.

    The Application Support Team Leader will have a full understanding of the functional knowledge of the company products and services.

    Required Experience

    - At least 5 years’ experience in Technical IT Ops/System Admin role

    - At least 5 years’ experience in Customer Service role

    - Good understanding of computer systems (hardware, software and

    application), mobile devices and other tech products

    Minimum Qualification

    - Tertiary qualifications or equivalent experience

    A Successful Candidate must have

    - CSS, Automation and basic scripting knowledge

    - Experience in SaaS based application support

    - Experience in Microsoft Office Operating Systems

    - Experience in Customer Service or Service desk/Strong problem solving and logical aptitude

    - Demonstrates excellent team management skills

    - Proven ability to lead and/or manage client engagements such as support meetings

    - Ability to liaise with employees at all levels

    - Demonstrates high levels of reliability, adaptable and flexible

    - Proven ability to work on own initiative and prioritize own workload effectively

    Proficient with

    - call logging systems

    - i.e. Zendesk, Jira, Freshdesk, Genesys


    - Free barista-style coffee

    - Free parking and jeepney services

    - Highly engaged team

    - Unlimited potential for growth

    - Challenging role

    - Fun and family-oriented working environment

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 5
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Application Support Team Lead

  • Pampanga, Central Luzon

  • Company

    Shore 360
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply