Global Helpdesk Team Leader
Sunpower | Maxeon
Binan City, 40, PH
1d ago

How do you build a better tomorrow? A spirit of constant improvement has made Maxeon Solar Technologies the world-renowned leader in solar innovation, and we thrive together to lead the fight against climate change.

The energy market is roughly $4 trillion globally, and solar penetration is less than 1%. But just one hour of sunlight, if harnessed, could power the entire world for a year.

We have the opportunity to completely change the way energy is produced, distributed and consumed on a global scale, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.

Maxeon Solar Technologies is a global leader in solar innovation. Built from 35 years of boundary-pushing solar DNA, the company launched as an independent entity following its spin-off from US-based SunPower Corporation in August 2020.

Maxeon designs, manufactures, and sells industry-leading SunPower branded solar products in more than 100 countries through a global network spanning more than 1,100 sales and installation partners.

And Maxeon is powering positive change every day with a brilliant, passionate and driven team of more than 5,000 in Latin America, Europe, Asia and Australia.

We push the boundaries , taking solar technology higher, faster and farther than before. We hold ourselves to a higher standard , striving for the highest integrity, safety, and quality.

And we thrive together as a global team, embracing our diverse backgrounds to make a positive impact on the world. Are you ready to power positive change?

Summary of Role

Maxeon is seeking of Global Helpdesk Team Lead to supervise the day to day activities of the Global Helpdesk Engineers. This position will report directly to the Global DTS Manager.

Essential Duties and Responsibilities include the following (other duties may be assigned) :

  • 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 DTS 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
  • OTHER PERTINENT INFORMATION

  • Tools of Trade (Upon approval of Hiring Managers) : Laptop, Cisco phone and wireless headset, various software applications
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