Head of Technical Support Job in 資訊科技及電子通訊 in 所有澳門特別行政區地區

Head of Technical Support Job in 資訊科技及電子通訊 in 所有澳門特別行政區地區 - Job Description

職位內容

公司名稱: Casino Plus
Casino Plus隸屬於菲律賓IGO公司，成立於2023年，獲PAGCOR合法授權，專注提供高品質線上與線下博彩體驗，現有員工超過2500人，以本地市場為基礎並積極拓展國際。Casino Plus憑藉創新數碼平台結合傳統娛樂，提供超過千款遊戲，並榮獲2024年Sigma Asia Awards「最佳賭場營運商」殊榮，是菲律賓博彩行業的領先品牌之一。

Casino Plus, a brand under IGO established in 2023, is a licensed provider by PAGCOR offering premium online and offline gaming experiences in the Philippines. The company employs over 2,500 staff and continues to expand internationally. Combining cutting-edge digital platforms with traditional casino entertainment, Casino Plus offers a diverse portfolio of over 1,000 games and has earned the 2024 Sigma Asia Awards’ “Best Casino Operator” title, solidifying its position as one of the leading brands in the Philippine gaming industry.

Head of Technical Support

Casino Plus Now Hiring – Shape the Future of Gaming!

Casino Plus, a renowned gaming brand in the Philippines, regulated by PAGCOR, offers premium entertainment at Clark Freeport Zone. We are now hiring talent to join our international team in the Philippines! Email your resume today to unlock career opportunities!

Head of Technical Support

**Key Responsibilities:**

Develop and implement the technical support strategy to align with company objectives and enhance customer experience.
Lead, mentor, and manage a global team of technical support professionals, fostering a culture of collaboration, accountability, and continuous learning.
Oversee the resolution of complex technical issues, ensuring timely and effective solutions for customers.
Establish and monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
Collaborate with cross-functional teams (e.g., Product, Engineering, Sales) to identify and address recurring issues, improving product quality and customer experience.
Drive the adoption of innovative tools, processes, and technologies to enhance support operations and scalability.
Develop and maintain knowledge bases, training programs, and self-service resources for customers and support staff.
Manage escalations and high-priority issues, serving as the point of contact for critical customer concerns.
Analyze support data and trends to provide actionable insights and recommendations to senior leadership.
Ensure compliance with industry standards, data protection regulations, and company policies.

**Qualifications:**

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; Master’s degree preferred.
8+ years of experience in technical support, customer success, or a related field, with at least 3-5 years in a leadership role.
Proven track record of building and leading high-performing, customer-focused technical support teams.
Strong technical knowledge of [specific technologies, e.g., cloud platforms, SaaS products, networking, etc., relevant to the company].
Excellent problem-solving skills and the ability to handle complex, high-pressure situations.
Exceptional communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
Experience with support tools (e.g., Zendesk, Freshdesk, ServiceNow) and CRM systems.
Data-driven mindset with proficiency in analyzing metrics and driving process improvements.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Knowledge of ITIL, Six Sigma, or other process improvement methodologies is a plus.