Team Lead – Global Technical Support

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Lead, mentor, and inspire Technical Support Executives to meet performance objectives and provide exceptional support.

• Facilitate team meetings, training sessions, and conduct performance evaluations.

• Monitor adherence to SLAs, ticket resolution times, and customer satisfaction metrics; take corrective actions as necessary.

• Diagnose software-related issues related to content management systems, network configurations, printers, and SaaS platforms.

• Serve as the primary escalation contact for intricate technical and product-related challenges.

• Manage support inquiries received through phone, email, WhatsApp, and live chat channels.

• Ensure that inquiries are logged, tracked, categorized, audited, and resolved within the designated SLAs.

• Collaborate with product development, engineering, operations, Country Operations, and Level 3 Technical teams.

• Identify root causes of incidents and communicate findings to relevant stakeholders.

• Analyze trends in support queries and propose process enhancements.

• Conduct quality analysis, response audits, and prepare management reports.

• Create knowledge-base articles, troubleshooting guides, and training resources.

• Maintain relationships with stakeholders and address client feedback and concerns.

• Work alongside Account Managers to resolve technical, billing, payment, and account-related issues.

• Perform additional duties as required by business needs.

⛳️ Requirements

• A minimum of 4–5 years of experience in software-related technical support, help desk, or SaaS/POS support roles.

• At least 2 years in a leadership or supervisory capacity.

• Demonstrated experience managing and mentoring technical support teams in a dynamic environment.

• Excellent written and verbal communication skills in English.

• Experience working with regional clients in SEA and ANZ markets.

• In-depth knowledge of content management systems, network configurations, and SaaS platforms.

• Outstanding analytical and problem-solving abilities.

• Strong interpersonal skills.

• Capacity to work independently, prioritize tasks, and meet tight deadlines.

• A high level of integrity, adaptability, and a client-centric approach.

🏝️ Benefits

• Defined career paths leading to leadership opportunities.

• A collaborative and supportive workplace culture.

• Opportunities for continuous learning.

• Access to training sessions and professional development.

• A positive and humble working environment.

• Flexible work arrangements; employees have the option to work remotely.