Technical Support Manager-EFEC

General Role:

  • Responsible for providing our level 1 customer support team with advice and solutions to ensure 1) EC adult students have the best English learning experience with EF Online school, and 2) EC employee’s technical/system support needs are fulfilled.
  • The candidate needs to be bilingual in Mandarin and English.
  • The candidate reports to Vice President of Customer Experience, Operations
  • The Candidates leads 4 team members (1 Team Leader + 3 Tech Support Engineers)

 

Key Responsibilities:

Managerial part

  • Lead and develop the EC Support team
  • Ensure flawless two-way communication and information flow, such as product / system release notes communication and frontline serious issues, between all stakeholders, including level 1 customer support team, Product team, and EF Management team (serious cases), and other relevant teams

Operation / task part

  • Lead the team to prioritize and solve cases following SLA by closely collaboration with all stakeholders, including level 1 customer support team, Product team, and other relevant teams with clear roles and responsibilities
  • Lead the teams to handle complaints, propose solutions, and preserve a positive product image.
  • Lead the team to respond to students’ / employees’ requests through the CRM system timely and effectively
  • Report effectively and regularly on team results via dashboard, etc.
  • Report and follow up on any queries that relates to other stakeholders such Production teams and Academic teams.
  • Propose system and process improvements.

 

Personal and Professional Skills:

  • Mandarin native speaker with excellent writing skills
  • Fluent in English, both speaking and writing
  • Highly responsible with very strong sense of ownership
  • Positive attitude
  • Consistently strive for improved quality and results
  • Strong computer and internet knowledge preferred
  • Excellent at multitasking

 

Education and Experiences:

  • University Graduate
  • Information Technology background preferred
  • 3+ year working experience and Customer Service Related experience preferred

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