customer support Team LeadInnovative Information Technology Solutions Inc

JOB DESCRIPTION:
Customer Support Team Leader is in charge of supervising the Team. The main function is for customer support to resolve complaints, answer questions, and develop programs for improving team performance and driving organizational goals.
DUTIES AND RESPONSIBILITIES:
Check emails, chats, take calls for merchant, agents, and customers' concerns or requests.
Troubleshoot, replicate, report and provide updates on issues to respective departments.
Encode menu lists online for customer merchants.
Boarding case for website, OLO, Reservation, Check-in, Web POS
Provide assistance on Data Entries and other paperwork as need arises.
Proofread updates for submission to US Team
Post updates on merchant's social media accounts and accomplish target number of posting per Plan (SEM)
Create monthly or quarterly reports for Merchant's Social Media accounts (SEM)
Attend weekly meetings with Philippine and US Teams on agreed upon schedule.
Organize weekly meetings for the Team for updates and other matters.
Provide training to the team on performance, latest products and services offered.
In-charge of the workforce planning for the team
Provide documentation (e.g., FAQs) and other resources to the team.
Perform ad hoc duties: reminders for ticket dues, updates, and email replies; approval of team member filings; interviewing of applicants.
JOB QUALIFICATIONS:
Knowledge on software and applications used by the team.
Knowledge in Customer Support, Web Development and Search Engine Marketing (SEM)
Effective decision making or problem solving.
Effective communication skills
Negotiation Skills
Team player
Positive Attitude
Bachelor's degree in information technology or any Computer Programming
At least 2-3 years and up experience in Customer Support, Web Development and Search Engine Marketing (SEM)
JOB DETAILS:
Full time
Shifting Schedule
On-site
Summary of role requirements:
Looking for candidates available to work on weekdays and Saturdays
2-3 years of relevant work experience required for this role
Working rights required for this role