Technical Support Manager ( Outsourced/Third-Party)

Job Summary:

Online Technical Support Manager oversees the online technical support module at a regional or national level. This role ensures efficient resolution of technical issues, timely handling of work orders, and overall support process optimisation. The manager leads a team to deliver high-quality support services while improving customer satisfaction and team efficiency.

Key Responsibilities

1. Knowledge Management

• Implement and manage regional product support processes.
• Translate and localize technical support materials to meet regional requirements.
• Promote and enhance the use of technical tools like GKM and remote diagnostic systems.
• Provide feedback on tool performance and drive improvements.

2. Technical Support Delivery

• Manage upgrade specifications and train first-line support teams.
• Process upgrade work orders efficiently within set quality and time standards (e.g., within 48 hours).
• Analyze recurring technical cases (e.g., low FCR or NPS) and identify clustering issues for resolution.
• Optimize and implement localized technical support strategies using headquarters' methodologies.

3. Team Leadership

• Supervise a team of Knowledge Introduction Specialists and Technical Second Line Support members.
• Provide training, mentorship, and performance evaluations to ensure team efficiency and development.
• Foster a collaborative, empathetic, and customer-focused team culture.

4. Process Optimization

• Regularly review and improve support workflows to enhance service quality and efficiency.
• Conduct research and analysis to localize and adapt support solutions based on regional needs.
• Collaborate with headquarters to implement innovative methodologies in customer support.

5. Reporting and Communication

• Maintain open communication with the Online Service Manager regarding performance metrics, challenges, and achievements.
• Generate regular reports on team performance, technical tool usage, and customer satisfaction indicators.

Qualifications

• Bachelor's degree or above in a related field with a minimum of 4 years of experience in a contact centre or service support role.
• Experience in managing technical support teams is a plus.
• Basic understanding of electronic products like mobile phones.
• Familiarity with call centre workflows and feedback mechanisms.
• Strong learning ability, logical thinking, and problem-solving skills.
• Excellent communication skills, with proficiency in Chinese and/or English.
• Demonstrated empathy, teamwork, and a high sense of responsibility.