Technical Team Lead - Network Services Account - CONCENTRIX SPARK (URGENT)

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Job Summary: The Technical Team Lead will Manage a Team of Technical Support Engineer(s) who are Responsible in Responding to Basic and Routine Inquiries of a Technical Nature which Includes Hardware/Software and Other Designated Client Product(s). You will be Accountable in Ensuring that our Technical Experts are able to Provide Assistance to External User(s) of the Client's Technical Product(s) or Service(s) by Answering Related Question(s) and Providing Resolution Option(s) Involved in their Use - while also Ensuring that Service(s) Delivered to all the Consumer(s) are Aligned with Contractual Performance Indicator(s) and Service Level Agreement(s).

Essential Duties and Responsibilities:

• Lead and Manage a Team of Technical Expert(s) and provide Technical Guidance, Mentorship, and Support to Team Member(s), Collaborate with Cross-Functional Team(s) to Define Support Requirement(s), Timeline(s), and Deliverable(s), Monitor Team Performance and Provide Regular Feedback to Support Professional Growth and Development - Serve as a Technical Expert and Resource for Team Member(s) and Offer Guidance on Complex Technical Challenge(s) Encountered while Ensuring Compliance with Quality Standard(s) and Business Requirement(s), Foster a Positive Team Culture that Promotes Collaboration, Innovation, and Knowledge Sharing, Drive Continuous Improvement Initiative(s) to Enhance Efficiency and Productivity
• Assist External User(s) of our Client's Technical Product(s) and Service(s), Investigate, Research, Identify, and Provide Resolution Option(s) to User Question(s) and Problem(s), Greet Customer(s) in a Courteous and Professional Manner Using Agreed Upon Procedure(s), Listen Attentively to our Customer's Need(s) and Concern(s) and Demonstrate Empathy while Maximizing Opportunity to Build Rapport with Client(s) during Interaction(s) or Engagement(s)
• Troubleshoot Basic and Routine Customer Issue(s) that are Technical in Nature - Hardware and Software, Networking, and Other Designated Client Product(s), Solve Problem(s) that are Generally Unstructured and would Require Extensive Use of Conceptual Thinking Skills for Closure, Follow Appropriate Escalation Path to Resolve Technical Issue(s) Including Making Follow-Up(s) via Outbound Calling and Email(s) to Customer(s) and Other Parties as Needed - Ensuring that Service Delivered Meets Contractual Performance Metric(s)
• Clarify the Customer Requirement(s) and Probe to Ensure Understanding, Ensure Complete and Accurate Work which Includes Properly Notating the Account(s), Participate in Activities Designed to Improve our Customer Satisfaction and Overall Business Performance and Standing

Minimum Hiring Qualifications:

• Bachelor of Science Course(s) Related to Information Technology, Engineering, and Other Related Technical Discipline with 1 Year(s) Minimum of Related Experience as a Technical Team Lead in a Similar Environment - CX and Tech Services Industry and Other Related Environment
• Relevant Technical Expertise Required: Hardware and Software, Networking, Network Troubleshooting, and Data Storage and Repair, Ability to Articulate Technical Concept(s) and Express Thought(s) Clearly, Working Knowledge of Client Technical System(s), Industry Standard Training(s) and Certification(s) are Considered as an Advantage But Not a Requirement
• Knowledge on CCNA Routing and Switching (Wireshark, OSI Layers, Tunnel and Transport Protocol), Firewalls (Use and Connection to Router(s)), VLAN (Use, Spanning Tree Protocol, Dynamic Host Configuration), WLAN (Wireless Standard(s) and Cause(s) of Poor Wireless Signal), Network Attached Storage (NAS) (Purpose and Different Level(s) of Raid), VPN (Type(s) of VPN - PPTP/MPLS, IPSEC, and Point-to-Point Tunneling Protocol), Linux Operating System
• Excellent Communication Skills (Verbal and Written) with Strong Interpersonal Skills, Ability to Build Positive Relationship(s) with Customer(s) and Client(s), Ability to Multi-Task - Flexible and can Adapt to Change(s) Quickly, Attention to Detail(s), Ability to Demonstrate Patience in all Customer Contact Situation(s), Amenable with Shifting Work Schedule(s) and Voice Interaction(s) or Support
• Demonstrated Leadership Experience with the Ability to Lead and Motivate a Technical Team to Achieve Business Goal(s), Ability to Monitor and Drive Performance in a Fast-Paced Technical Environment, Ability to Build Business Relationship(s) and Manage Interaction(s) with Internal and External Stakeholder(s), Strong Leadership and Management Skills with Aim to Build a High Functioning Team, Strong Stakeholder Negotiation Skills

Get Hired and Enjoy the Following:

• Interact/Collaborate and Learn from Industry Experts
• Multiple Opportunities for Learning and Development
• Enjoy a Fun - and Competitive Working Environment

Work Location: Concentrix Spark Place (Cubao)