One of our prestigious Clients' who is a Multinational "IT Company" is looking for "Technical Support - Subject Matter Experts" to work in their Colombo office immediately.
# SALARY: (Depending on your proficiency in the given languages, your salary will be as follows.)
- Sinhala / Tamil: Rs. 37,000
- English: Rs. 42,000
- English + Sinhala: Rs. 48,000
- English + Tamil: Rs. 48,000
# BENEFITS: Free Transport (Night-Shift), Medical Insurance, Shift Allowance.
# RESPONSIBILITIES & REQUIREMENTS
- Oversee all aspects of daily team activities.
- Onboard new employees and work closely with them to bring them to full capacity.
- Monitor key productivity indicators such as wait times, abandonment rates, etc. to ensure the team stays focused on serving our clients.
- Responsible for helping to resolve problems and complaints. Assists with escalated calls.
- Communicate solutions, successes, and opportunities to the team with an eye on continual improvement.
- Perform call monitoring, coaching, and training, disciplining, and reviewing team daily, weekly, and monthly.
- Work to consistently have tools and aides for employees that are accessible, accurate, and current to ensure that the team receives appropriate support and training.
- Foster a team mentality and approach to improvement and serving our customers well.
- Be present and available for your team, communicate positively and provide feedback and constructive criticism
- Keep track of attendance, daily statistics, paid time off, sick time, etc.
- Be available to affect the entirety of the team’s operations:
- Maintain department policies and procedures, reviewing and updating as needed.
# QUALIFICATIONS & EXPERIENCES
- High school diploma, general education degree, or equivalent.
- 2+ years' experience supporting a technical product, ideally SaaS or Mobile.
- Excellent communication skills in both written and spoken English.
- Customer-centric attitude.
- Ability to be part of an "on-call" after-hours rotation team.
- Handle international customers.
- Problem-solving skills.
- Proficient IT skills. (Email, Internet, MS-Office)
- Strong analytical ability and attention to detail.
- Working Hours: Shift Based. (Day / Night)
# HOW TO APPLY
If you are interested, send us your CV to, local@manpowersrilanka.com