Global Helpdesk Shift Supervisor
Sunpower
Binan, LAG, PH
4d ago

Are you ready to change the future? You have the opportunity to join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space.

SunPower has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future.

Widely recognized as the world’s standard for solar, SunPower produces the world’s highest efficiency solar products. Our quality and reliability standards far exceed those of any other company in the industry.

SunPower and Total, the global energy producer and provider, have announced a transformational investment by Total in SunPower.

The companies have signed a set of strategic agreements to accelerate SunPower’s growth in the increasingly competitive solar sector.

Total’s investment is based on SunPower’s leading position in designing, manufacturing and delivering the world’s highest efficiency, highest reliability solar systems with guaranteed performance.

These agreements will accelerate SunPower’s growth and further improve its financial strength.

SunPower is committed to the success of our company, our employees and the communities around the world that need us most.

We support our employees’ commitment to their communities through a culture of volunteerism, and through The SunPower Foundation, which makes grants to green initiatives throughout the world.

As a company, we operate with the highest sustainability standards.

In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.

Role Summary :

SunPower is seeking of Global Helpdesk Team Lead to supervise the day to day activities of the Global Helpdesk Engineers.

Roles and Responsibilities

  • Measure the individual performance of GHD Engineers and conduct regular coaching sessions
  • Performs call quality evaluation and provide feedback in a timely manner
  • Serves as first point of escalation for all concerns or issues that can’t be resolved by the agent
  • Ensures that the knowledge articles are updated
  • Ensures that all GHD Engineers are following the steps written in the knowledgebase when delivering a request or resolving an incident
  • Performs onboarding new member of the team
  • Join the bridge during P1 and responsible for sending out an IT Announcement on a timely basis
  • Reports the team metrics to the management regularly and provide recommendations for improvement
  • Motivate the agents and help them to perform to the best of their ability
  • Lead in the development of good customer service practices
  • Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
  • Review surveys and contact users if needed to get more information on the negative response
  • Handles small projects that could result a huge impact in process or metrics improvement
  • Perform other tasks assigned by the Global Helpdesk Manager
  • RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS

    Minimum Qualifications :

  • Preferably an IT graduate
  • Excellent communications skills, both oral and written
  • 3-5 years previous IT Service Desk and / or Call Centre experience required
  • Good Leadership skills
  • Excellent customer service skills
  • Excellent problem-solving skills
  • Excellent inter-personal skills : diplomatic and able to inspire user and employee confidence
  • Ability to determine correct workload priorities
  • Able to work well under pressure and at a high work rate
  • Ability to use initiative and diagnose some users' problems without referral
  • Good level of technical skills, troubleshooting basic PC issues with hardware, software & networking
  • Proficient in MS Office applications
  • Willing to work during holidays and weekends, and shifting schedule
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • An ITIL qualification is preferable but not essential
  • Apply
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