Technical Support Manager

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

📋 Description

• Oversee the complete service delivery and operations process, engaging with tier 1 carrier partners upstream and customers downstream.

• Offer phone and email support to all clients, providing both professional and technical assistance during the setup of mobile, VoIP, and internet services, along with post-activation support to address faults and customer inquiries.

• Design and configure VoIP deployments effectively.

• Serve as a technical escalation point for members of the voice engineering team.

• Deliver ticketing support by diagnosing network faults and service issues, ensuring timely callbacks and ticket updates.

• Manage escalated trouble tickets by identifying and resolving voice and network faults, while mentoring staff to ensure high-quality service to customers.

• Exhibit strong technical aptitude to comprehend complex issues, resolve significant fault conditions, and support various network technologies.

• Recognize knowledge gaps and determine the required team resources, including recommending training programs and sourcing external trainers as necessary.

• Collaborate with engineering teams to create hardware support documentation, troubleshooting guides, and training materials for the company's product offerings.

• Partner with the in-house development team to enhance workplace tools, automation, and customer self-service options to improve support efficiency.

• Provide after-hours on-call support for escalations to management and corporate support teams, while managing scheduled out-of-hours work requests for both internal and external stakeholders.

⛳️ Requirements

• Minimum of 5 years' experience in the Telco/ISP sector.

• At least 5 years of experience in LAN, WAN, and networking.

• Strong understanding of VoIP technologies and processes.

• Proven experience utilizing tools like Claude to enhance business efficiency.

• Capability to work autonomously as well as collaboratively within a team.

• Proficient in training others and developing course materials.

• Excellent communication skills, both written and verbal.

• Expert knowledge of IP voice principles and design.

• Extensive understanding of networking principles and design.

• Strong customer engagement abilities and aptitude for performing under pressure.

• Competence in managing and resolving issues within a strict SLA-driven environment.

• Exceptional time management skills with the ability to multitask effectively.

• Demonstrates initiative and a commitment to going above and beyond to provide an outstanding customer experience.

🏝️ Benefits

• Competitive salaries that are at the top of the market.

• Flexibility to work independently from home.

• Your output is valued over the location or method of work.

• A unique and supportive work culture.