Philippines Job Openings
Ocean Technologies Group
Customer Support Team Leader
FULL TIME
August 30, 2024
Discover OTG:
Ocean Technologies Group (OTG) is a leading provider of maritime software solutions. Our foundation is rooted in historic and iconic maritime brands with over 100 years of collective experience, including Seagull, Videotel, Marlins, MTS, Tero Marine, and COMPAS. These brands were founded on the principle of delivering advanced performance through superior technology.
Ocean Technologies Group (OTG) is a leading provider of maritime software solutions. Our foundation is rooted in historic and iconic maritime brands with over 100 years of collective experience, including Seagull, Videotel, Marlins, MTS, Tero Marine, and COMPAS. These brands were founded on the principle of delivering advanced performance through superior technology.
At OTG, we're more than a company; we're a collective of maritime enthusiasts, tech innovators, and visionaries. With a century-long legacy, we have been guiding the industry toward safety and operational excellence. From fleet management to unparalleled learning resources, OTG is shaping the future of maritime solutions and forming strategic alliances with global organizations.
Our Mission:
Our mission is clear: to provide comprehensive software and training solutions to diverse organizations in the global maritime sector. Recognizing the maritime industry's global significance, our goal is to empower its professionals by equipping them with the skills and tools to maximize their potential, optimize ship performance, and ensure the safe and efficient operation of marine assets.
Our mission is clear: to provide comprehensive software and training solutions to diverse organizations in the global maritime sector. Recognizing the maritime industry's global significance, our goal is to empower its professionals by equipping them with the skills and tools to maximize their potential, optimize ship performance, and ensure the safe and efficient operation of marine assets.
To date, we have built a strong network, serving over 1,400 clients, reaching 20,000 vessels, and positively impacting the lives of more than 1,000,000 seafarers. Join us on our journey to make a significant difference in the maritime industry.
Our portfolio includes Learning & Assessment, Fleet Management, and Crew Management, uniting seven iconic maritime brands with over a century of collective experience.
Why Join OTG’s Crew?
- Legacy & Innovation: A century of maritime prowess meets cutting-edge solutions.
- Global Impact: Serving 1,400+ clients, 20,000 vessels, and over a million seafarers.
- Inclusive Culture: United by passion, join an impact-driven crew and bask in our inclusive cultural tide.
- Backed & Bold: Powered by Private Equity, we're charting a thrilling course to reshape the industry.
- Growth Aboard: Sail into opportunities with our culture of continuous learning and internal progression.
- Tech Meets Maritime: Dive into a vibrant atmosphere where passion for maritime and technology merges seamlessly.
Navigating the Position: Customer Support Team Leader
Ahoy, seasoned leaders! We’re on the lookout for a dynamic and driven Regional Tier 1 Coordination Team Lead to captain our regional support crew. If you’re passionate about steering teams to success and ensuring smooth sailing in daily operations, this could be your next adventure!
Ahoy, seasoned leaders! We’re on the lookout for a dynamic and driven Regional Tier 1 Coordination Team Lead to captain our regional support crew. If you’re passionate about steering teams to success and ensuring smooth sailing in daily operations, this could be your next adventure!
In this pivotal role, you’ll be at the helm, overseeing our regional support operations, charting the course for outstanding customer service, and maximizing our regional potential. Your leadership will be the anchor that keeps customer satisfaction high and our company’s reputation shining brightly across the horizon.
If you’re ready to navigate new challenges and lead a crew to victory, come aboard and join us!
Manage and Lead Team:
- Supervise the regional Tier 1 coordination team, ensuring tasks are delegated effectively and completed on time.
- Provide leadership and support to ensure the team operates efficiently.
Customer Support:
- Serve as the primary contact for regional customers, offering first-line support via email, phone, and chat.
- Resolve customer support issues promptly and within established timelines.
Capacity Coordination:
- Work closely with the Tier 1 Customer Success Manager to coordinate capacity requirements.
- Balance regional capacity with cost to ensure optimal resource utilization.
Incident Management:
- Monitor and manage all regional incidents within the ticketing queue.
- Ensure incidents are registered, handled swiftly, and resolved thoroughly.
Customer Satisfaction:
- Measure CSAT and NPS responses, engaging with customers to understand their satisfaction levels.
- Ensure positive customer experiences and continuously work to improve customer satisfaction scores.
Technical Knowledge:
- Develop and maintain a comprehensive understanding of the company’s product range.
- Troubleshoot hardware and software issues, escalating unresolved cases to Technical Engineering Support when necessary.
Process Adherence:
- Ensure compliance with company procedures and the quality management system.
- Regularly update ticket statuses and maintain accurate records in the CRM system.
Ambassadorship:
- Represent the company in the region, promoting new customer success initiatives.
- Provide feedback on performance to enhance customer engagement and strengthen the brand's reputation.
Leadership & Management:
- Strong leadership skills with proven experience in team management and task delegation.
- Ability to act as a company ambassador, promoting new initiatives and driving continuous improvement.
Customer Service:
- Exceptional customer service skills with a track record of efficiently resolving technical issues.
- Excellent communication skills, both written and verbal, with the ability to interact effectively with stakeholders.
Technical Expertise:
- In-depth technical knowledge of software and hardware troubleshooting, with the ability to escalate complex issues.
- Proficiency in incident management and ticketing systems, ensuring timely resolution and adherence to SLAs.
Process & Compliance:
- Familiarity with quality management systems and adherence to company procedures.
- Proactive and results-oriented approach, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
Problem-Solving & Critical Thinking:
- Strong problem-solving skills with critical and analytical thinking capabilities.
Safeguard your tomorrow:
- Future Security with SSS & HDMF: Secure your financial future and home ownership dreams with contributions to Social Security and Home Development Mutual Fund.
- Healthcare Assurance with Philhealth: Rest easy knowing your health is safeguarded by the Philippine Health Insurance Corporation.
Extra Allowances for Daily Comfort:
- Boost Your Budget: Receive a monthly allowance of 2,500 PHP for your everyday expenses.
Top-Tier Health and Wellness Coverage:
- Comprehensive Medical Insurance: After your initial 3 months, enjoy Maxicare's extensive medical insurance for you and one dependent, including up to 200,000 PHP per illness annually.
- Around-the-Clock Teleconsult: Have 24/7 access to medical consultations, ensuring you and your family's health concerns are promptly addressed.
- Annual Health Maintenance: Benefit from regular check-ups and dental care to maintain your health year-round.
- Life Insurance Peace of Mind: Gain additional security with a life insurance policy valued at 250,000 PHP, protecting what's most important to you.
Employee Support and Wellbeing:
- Employee Assistance Programme (EAP): Our EAP, provided by Health Assured and Comp Psych, offers confidential counseling, financial, and legal support via phone, ensuring your well-being is always a priority.
OTG’s Guiding Stars:
- Pioneering: Constantly charting new courses in innovation.
- Caring: Keeping the maritime community's safety and sustainability at the helm.
- Collaborating: Navigating together with clear communication and shared goals.
- Optimizing: Always in pursuit of excellence and constructive evolution.
Will You Navigate the Next Chapter with Us
Join us on a journey that transcends a traditional job—it’s a mission to innovate at the intersection of technology and education. Discover more about our vision at Ocean Technologies Group and see if your path aligns with our pioneering direction. We’re eager to welcome aboard our next visionary Junior Application Consultant, ready to make a significant impact on both tech and educational fronts.
Join us on a journey that transcends a traditional job—it’s a mission to innovate at the intersection of technology and education. Discover more about our vision at Ocean Technologies Group and see if your path aligns with our pioneering direction. We’re eager to welcome aboard our next visionary Junior Application Consultant, ready to make a significant impact on both tech and educational fronts.
Cast your resume into our waters and embark on a journey that transcends a mere job - it’s an adventure in innovation and support. Visit us at Ocean Technologies Group and see if your compass aligns with ours. We’re excited to welcome our next Oceaneer onboard.
✊ All Hands on Deck: We steer with equality and celebrate the diversity of our Oceaneer’s. OTG is a proud equal opportunity employer, where passion unites and differences are celebrated.
The Ocean Technologies Group is a global learning and operational technology company dedicated to realising the potential of every seafarer and every ship.
The group is built on historic and iconic maritime brands with over 60 years’ collective experience of helping the most successful ship operators achieve the highest standards of safety and operational excellence.
Together, our companies boast an unrivalled network of over 1,400 customers, 20,000 vessels and over 1,000,000 seafarers with the biggest data rich picture of learning and development behaviour in maritime history.
It is this collective knowledge, experience and ability to collaborate with our partners, that will empower the Ocean Technologies Group to help to make the industry safer, stronger and able to excel.
The group is built on historic and iconic maritime brands with over 60 years’ collective experience of helping the most successful ship operators achieve the highest standards of safety and operational excellence.
Together, our companies boast an unrivalled network of over 1,400 customers, 20,000 vessels and over 1,000,000 seafarers with the biggest data rich picture of learning and development behaviour in maritime history.
It is this collective knowledge, experience and ability to collaborate with our partners, that will empower the Ocean Technologies Group to help to make the industry safer, stronger and able to excel.
Application Deadline
September 30, 2024
Department
Revenue
Employment Type
Permanent
Location
Philippines
Workplace type
Hybrid
Reporting To
Joannah Magbanua
September 30, 2024
Department
Revenue
Employment Type
Permanent
Location
Philippines
Workplace type
Hybrid
Reporting To
Joannah Magbanua
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