Technical Support leader (html, css, js) - night shift

- Handle tickets to support customers.
- Monitor team workload and distribute resources effectively, especially in urgent situations.
- Monitor and propose general solutions for repeated issues to limit them from happening again.
- Support team members in complicated cases or investigate issues related to coding.
- Give advice/solutions to team members about complex app customizations.
- Monitor, ensure, improve and maximize the performance of the team & individuals.
- .Do periodic reports on team productivity, frequent issues, request types that take lots of time to implement, etc.
- Optimize current Workflow as well as propose/create new Workflow if needed.
- Collaborate with cross-timezone teams to solve issues.
- Support CSM to improve collaboration among different teams of different time zones.
- Be a mentor and take care of the team members, and timely report abnormalities to the management team.
- Work with CSM to do planning (Quarterly / Monthly) then follow up on the progress.
- Review - Optimize - Create internal/external documents so that the team members/customers can easily find out the necessary information.
- Be the main in charge to follow up on the training progress of the Newbies in your sub-team.
- Other tasks and projects assigned by CSM and Management Team.