IT Helpdesk Manager

Company: Appen
Location: Metro Lifestyle Complex, Suite 21, F. Torres St, Davao City

JOB DESCRIPTION

Key Responsibilities:

• Providing timely and effective technical support and customer service to independent contractors working for Appen as well as Appen clients
• Monitoring and driving key performance metrics for the Crowd Helpdesk team
• Continuously reviewing and improving existing technical support processes,
• Working collaboratively with Appen project managers and clients to meet all requirements and deliver a high-quality technical support and reporting mechanism.
• Ensuring technical documentation creation or improvement, and liaising with Appen's other IT teams or external vendors around the globe.

Required Knowledge, Skills, and Abilities:

• Minimum of 3 years working in a technical or helpdesk role – preferably in a global online environment.
• Excellent communication skills including an ability to present information clearly and concisely in writing or verbally to a wide audience including clients and managers; effectively use active listening skills.
• Demonstrated ability to define Helpdesk processes, educate the team for adoption and measure outcomes.
• Demonstrated ability to use metrics to improve performance.
• Demonstrated time management and organizational skills with high-level attention to details.
• Proven analytical skills including the ability to proactively identify problems, gather information and set the course of action.

To apply, follow this link http://bit.ly/2vUAmo7