Team Lead - Player Support (Technical Support Expertise)
This a Full Remote job, the offer is available from: Philippines
Description
We are looking for a highly motivated and results-oriented Team Lead - Player Support to spearhead our dedicated team of Technical Support Representatives. As a natural leader with a passion playing games, you will oversee a team of 16 talented individuals, ensuring the delivery of top-tier technical support and fostering a positive and efficient team environment.
The ideal candidate brings a robust technical support background, including at least five years of BPO experience and 3 years in a technical support supervisory role. Exceptional leadership, communication, and problem-solving skills are essential for ensuring superior service delivery and client satisfaction.
Key Responsibilities- Manage and lead a team of 16 Technical Support Representatives.
- Ensure client SLAs are met through effective resource management.
- Conduct Quality Monitoring, DSAT analysis, and scrubs to maintain service excellence.
- Perform daily quality audits and provide constructive feedback to team members.
- Maintain a positive, empathetic, and professional approach while assisting customers and team members.
- Resolve product or service-related issues efficiently, ensuring timely resolutions.
- Handle customer escalations and support representatives in resolving complex issues.
- Stay updated with product knowledge and serve as a subject matter expert.
- Conduct daily huddles, refresher training, and product training as needed.
- Assist and support agents with product and policy-related queries.
- Identify and escalate coaching opportunities to improve team performance.
- Collaborate effectively with team members, colleagues, and clients.
- Prepare team performance reports and project-related documentation regularly.
- Monitor and report trending issue types and game bugs as required.
- Assist in special projects and tasks assigned by management.
- Minimum of three years of proven experience in a supervisory position within Technical Support experience.
- Educational Qualification: Any Basic Degree
- Avid Gamer is a plus or an advantage
- Excellent verbal and written communication skills.
- Strong logical, analytical, and reasoning abilities.
- Critical thinking and problem-solving expertise.
- High attention to detail with strong data analysis skills.
- Ability to multi-task, prioritize, and manage time effectively.
- Strong people management and leadership capabilities.
- A team-oriented mindset with a focus on collaboration and teamwork.
- Commitment to maintaining high-quality standards in customer interactions.
- Adaptability to work in a dynamic and evolving environment.
- Outstanding customer service skills, especially over email and chat.
- A deep understanding of games from a gamer’s perspective, with the ability to troubleshoot issues for PC, console, and mobile games.
- Willingness to work rotational shifts.
- Solid knowledge of gaming platforms and the gaming industry.
- Strong technical skills related to PC and networking.
- Proficiency in Microsoft Office / Office 365.
This offer from "Side" has been enriched by Jobgether.com and got a 72% flex score.