Technical Product Support Team Lead

Who are we?

MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.

Read more about us here

Position Purpose Statement

The key purpose of this role is to oversee the Technical Support Team’s ability to provide support to internal and external customers, in alignment with Service Level requirements. The Technical Product Support Team Lead ensures appropriate L2 resourcing allocation, working closely with the Product and Engineering teams, identifying the support required to resolve technical issues in the platform as they arise, and ensuring that appropriate priority and severity levels are applied.

Your Day to Day:

• Manage tickets triaged to L2 by internal and external customer SLAs
• Ability to complete other development-related tasks such as changing configuration, resetting accounts, and generating reports from the back-end of our software solution
• Performs initial prioritisation on confirmed bugs based on the severity level and urgency to be resolved
• Involvement in triage activities with other Technical Support, Quality Assurance, and Product-related colleagues
• Assisting Quality Assurance Engineers with testing where required
• Clear understanding of how to follow escalation procedures where Service Levels are applicable
• Attend and collaborate in development-related ceremonies in order to maintain an established connection with the broader development team
• Ensuring that L2 processes are appropriately documented, communicated to the team, and adopted as required.
• Mentoring, coaching and developing L2 team members
• Responsible for supporting L2 in being at goal with their Metrics and Targets
• Understanding and implementing performance improvement plans for underperforming team members
• Delivering department / team targets
• Driving a high performance culture
• Improving business performance and processes related to L2 scope
• Driving company values, policies & procedures
• Ensuring performance standards are met and or exceeded
• Managing Performance Improvement Plans
• Manage the team members in meeting KPI's and quality standards
• Handling escalations/ complaints, providing appropriate solutions and alternatives
• Act as point of escalation for Level 2 tickets
• Compiling reports on overall customer satisfaction and team performance daily/weekly and monthly
• Conduct random quality assurance on team tickets and identify training needs and gaps
• Gather, report and communicate customers' feedback on service, technology and service delivery
• Monitoring team attendance and approving timesheets in accordance with business rules
• Keep abreast with industry and market trends and best practices
• Produces Business Reports and Insights (weekly, monthly and quarterly)
• Responsible for raising Continuous Improvement feedback to relevant teams and or stakeholders
• List accountabilities (e.g. completing assigned JIRA tickets each sprint)
  
  
  

Our Ideal MyPasser:

• Must have experience with Splunk, Postman, Neo4J, Visual Studio Code
• Must be able to demonstrate the ability to resolve complex technical issues using deductive and inductive reasoning
• Must have the ability to work well in a team environment and collaborate across different departments
• Can explain complex technical concepts to both technical and non-technical users
• Can investigate recurring/critical problems and identify underlying causes
• Has working knowledge of SQL, Neo4j, and other database systems
• Has the ability to analyze issues across networking, applications, and various technology stacks
• Has experience in monitoring system performance and identifying potential issues
  
  
  

Development Objectives

• 0-3 Months
• Develop an intimate understanding of the product and range of use cases applicable to the technical scope.
• Produce documentation of Other Business Partner end-points utilising internal networks to support this initiative
• Conducts the ticket audits of the Technical Support tickets
• 3-6 Months
• Lead and oversee full implementation of L2, responding to customer tickets through Zendesk
• Lead and oversee the enhancement of L2 Processes
• Support team member development
• 6 – 12 Months
• Take part in ad hoc test automations when the need arises
• Support the development of Technical Support Representatives to gain more proficiency in the language and tools
  
  
  

Life at MyPass:

• Accessible and friendly office in Cebu IT Park
• Celebrate You - Anniversary gifts as early as your first work anniversary!
• Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00
• Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!
• Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
• Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards
• Be Comfortable - Casual Friday every day!
• We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
• Generous Employee Referral Program - Rewards for referring top talent
  
  
  

Feel valuable

We’re big on culture. So much so that the team we've carefully curated are not only high-performers, they're also excellent humans. We foster an environment that is open, respectful and collaborative, where the status quo is challenged and both success and failure are celebrated.

MyPass champions diversity at all levels of the company, and we live by our core values that set us apart. We cultivate an inclusive culture and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. Our mantra is to make things happen, every single day.

Our company values:

Bring out the best - We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.

Challenge the norm - We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.

Treat people well - We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.

Walk the walk - We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word.