OutForce is a people-first
outsourcing company focused on building high-performing teams and long-term
careers.

We partner with companies around
the world, providing dedicated offshore professionals who work as an extension
of our clients’ teams.

Unlike traditional outsourcing
models, our people are fully embedded into their client’s business, creating
meaningful work, stronger collaboration, and long-term career opportunities.

We are proud to be:

• 
  Great Place to Work® Certified
• 
  HR Asia Best Companies to Work for in Asia 2025
• 
  HR Asia Most Caring Company Award 2025
• 
  HR Asia Diversity, Equity & Inclusion Award 2025

At OutForce, we invest in our
people through career growth opportunities, flexible work environments,
supportive leadership, and a culture built on trust, collaboration, and
continuous improvement.

As a tech-enabled, people-powered
company, we are committed to helping our employees grow alongside some of the
world’s most exciting businesses.

Join OutForce and build your
future with one of Asia’s best workplaces.

Job Overview:

Employment type: Full-time

Shift: TBC

Work setup: ONSITE

Salary: 75,000 - 85,000

What we offer:

• 
  Competitive
  compensation package aligned with your skills and experience
• 
  Night differentials
  pay to help maximize your earnings
• 
  Comprehensive HMO
  coverage, including a free dependent on Day 1
• 
  Employee referral
  program with rewarding incentives
• 
  20 days of annual
  leave, giving you flexibility to manage your time
• 
  Engaging team
  activities and events to keep work enjoyable
• 
  Build strong,
  high-impact connections with key stakeholders across the business
• 
  Take part in client
  engagement initiatives to elevate your professional experience.

Role Overview:

The Technical Support Supervisor
is responsible for overseeing Tier 0 helpdesk operations, ensuring incoming
tickets are triaged accurately, documented properly, prioritized consistently,
and escalated appropriately within Woolpert’s helpdesk platform. This role
provides day‑to‑day supervision and guidance to Tier 0 technicians while
maintaining adherence to standard operating procedures (SOPs), service
expectations, and quality standards.

What You’ll Be Working On:

The supervisor serves as the
primary escalation point for Tier 0 issues, supports continuous improvement of
triage processes, and partners with Tier 1/2 leadership to ensure smooth ticket
flow and operational efficiency.

Supervision
& Daily Operations

• 
  Provide daily supervision and support for
  Tier 0 Technical Support Technicians
• 
  Monitor ticket intake and triage activity
  to ensure workload balance and timely handling
• 
  Act as the first point of escalation for
  Tier 0‑related questions, exceptions, or workflow issues
• 
  Ensure consistent application of
  categorization, priority, and escalation standards

Triage Quality & Process
Enforcement

• 
  Ensure tickets are
  triaged accurately, including:

• 
  Correct category
  and service assignment
• 
  Appropriate
  priority based on impact and urgency
• 
  Clear escalation
  rationale where required
• 
  Review tickets for documentation quality and SOP compliance
• 
  Identify recurring issues, misclassification trends, or
  training gaps and address them proactively

Escalation & Cross‑Team
Coordination

• 
  Serve as the
  liaison between Tier 0 and Tier 1/Tier 2 support teams
• 
  Ensure escalated
  tickets include sufficient detail to enable efficient resolution
• 
  Coordinate with
  higher‑tier support to refine escalation criteria and feedback loops
• 
  Support major
  incident intake and ensure proper handoff according to established
  processes

SOPs, Knowledge & Continuous
Improvement

• 
  Ensure Tier 0 staff
  reference and follow Woolpert’s SOPs and knowledge articles consistently
• 
  Partner with
  leadership to identify opportunities to improve workflows, SOPs, and
  documentation
• 
  Contribute to the
  creation or refinement of knowledge articles, triage guides, and job aids
• 
  Support operational
  improvements related to ticket quality, response consistency, and user
  experience