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SunPower is changing the way our world is powered every day with a passionate and driven team of more than 3,660 full-time employees in North America and the Philippines. SunPower provides world-class solar solutions to residential customers across the U.S. with a commitment to a superior customer experience. We welcome forward thinkers, freedom chasers and all those demanding better, cleaner energy to join us.
Summary Role
SunPower 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 Helpdesk Manager.
The responsibilities include but are not limited to:
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
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ESSENTIAL DUTIES 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- 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
#LI-Remote
OTHER PERTINENT INFORMATION- Location: ROHQ
- This is an FTE position
- Candidate must be willing to work in Binan Laguna
- Candidate must be legally entitled to work and reside in the Philippines
- Candidate must be willing to render overtime as business requires (weekends, US/PH holidays)
- Candidate must be flexible to work on a night shift schedule supporting North America region
- Candidate will be on flexible work arrangement (combination of onsite and remote work) (if applicable depending on the nature of the job)
- Tool of Trade: Laptop/Desktop, Extended Monitor, Headset (as needed)
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Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At SunPower, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Equal Employment Opportunity
The Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.
EOE Minorities/All Genders/Protected Veterans/Disabled
SunPower Supports EEO
Accommodation for Applicants to SunPower Corporation
SunPower Corporation is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at SunPower Corporation: jobs@sunpower.com. Please indicate in the subject that line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.
NOTICE TO ALL APPLICANTS AND EMPLOYEES
Availability of Affirmative Action Plan for Review
SunPower is a federal government contractor. As a part of the Company’s obligations under law, it must develop a written Affirmative Action Program (AAP) for the Disabled, Recently Separated Veterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty Wartime Or Campaign Badge Veterans and for Women and Minorities as specified by law. Non-confidential and non-proprietary aspects of the AAP are available for inspection by applicants and employees, consistent with applicable law, which will be made available during office hours by contacting the EEO Officer.