Technical Support Leader at BW Packaging designing and embedding data - driven support strategies across EMEA. Collaborating with cross - functional teams to enhance operational excellence in technical support.
About the role
- Technical Support Supervisor leading and coaching a Telecom/VoIP support team in Ecommerce at BCM One. Delivering operational excellence and driving process improvement in Makati, Philippines.
Responsibilities
- Lead and coach the Technical Operations team across overlapping shifts, providing regular feedback, performance reviews, and supporting hiring and onboarding.
- Drive operational excellence by managing ticket flow, triage, and escalations, ensuring SLA compliance and improving key metrics such as AHT, resolution time, and CSAT.
- Act as the primary escalation point for complex VoIP and network issues, troubleshooting SIP, call quality, SBCs, gateways, IP PBXs, APIs, Messaging, and Fax services using tools like Autotask, Flowroute, NexVortex, Polestar, and Homer.
- Develop and deliver training programs with the Makati trainer, identifying performance gaps, and implementing process improvements—including a structured training template within 6 months.
- Collaborate with cross-functional teams to resolve recurring issues, communicate trends and outages to leadership, and provide clear, proactive updates when managing up.
Requirements
- Minimum 5+ years of experience in Telecom/VoIP technical support or helpdesk roles.
- Bachelor’s degree preferred (technical or related field), but significant relevant experience may substitute.
- Strong knowledge of SIP, RTP, H.323, VoIP architecture, call flow analysis, and tools such as Wireshark.
- Solid understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, and network troubleshooting.
- Experience with SBCs, IP PBXs, gateways, and related infrastructure.
- Familiarity with ticketing systems (Autotask, Zendesk) and collaboration tools (Slack, Teams, WebEx).
- SSCA certification is a plus.
- Strong leadership presence with the ability to mentor, motivate, and guide teams.
- Excellent communication skills—both technical and non-technical.
- Strong analytical and critical thinking skills.
- High attention to detail, especially when managing KPIs, SLAs, and reports.
Benefits
- Competitive industry salaries with annual reviews
- Health Insurance (HMO with 2 free dependents)
- Generous Paid time off
- Company retirement plan
- 13th month pay
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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