Team Lead, Technical Support

Company Description
When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.
Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.
Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description
The primary focus of this role is leading a team of Technical Support Representatives as they assist Tier 1 Support to ensure the successful support of the Turnitin user base and the continuous improvement of team capabilities and performance.

Key Responsibilities and Outputs:

1. Manage own time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work.
2. Lead by example in case quality.
3. Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
4. Become a Subject Matter Expert on all Turnitin Assessment Products and services while expanding knowledge on the Tii various product lines.
5. Manage team performance individually and collectively, by agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and recognition.
6. Ensure your team is following Turnitin's operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
7. Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential.
8. Provide quality feedback to direct reports, based on output from the Quality and Knowledge team.
9. Deliver regular 1-1's to team members, providing structured feedback and guidance on areas for improvement.
10. Collaborate with internal teams (e.g. BPO Operations, Tier 3, Product, Development, etc.) to improve customer experience.
11. Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends.
12. Review top issues monthly for external education and ticket reduction.
13. Support the Quality and Knowledge team with the creation of training modules.
14. Take part in recruitment activity for the team as required.
15. Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.
16. Responsible for team scheduling to ensure that appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
17. Manage queues for tickets and channels for customer interaction to ensure the team's timely response and overall engagement.
18. Provide support with client escalations and incident response.
19. Actively own and progress in personal development.
20. Review top issues monthly for external education and ticket reduction.

Qualifications

Essential:

1. Experience in building customer relationships
2. 2+ years experience in a Technical Support team
3. Bachelor's Degree in Computer Science or equivalent work experience
4. Team leadership/supervisory experience
5. Strong working knowledge of Windows and Mac OS
6. An understanding of multiple integration paths
7. In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues, etc.
8. Broad understanding of web technologies and Software as a Service (SaaS)
9. An understanding of Learning Management Systems and how they interact with our service
10. Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts
11. Proven track record of identifying case trends and working with management to track and resolve issues
12. User experience of CRM systems preferably Zendesk
13. Excellent written and verbal communication skills
14. Strong organizational and analytical skills

Desirable:

1. Experience in a coaching role
2. Familiarity with reporting
3. Past experience in the education field and/or with educational technology products
4. Past experience in an omni channel contact center environment involving telephone, chat and email channels

Personal attributes:

1. Action-oriented mindset
2. Passion for education
3. Passion for excellent customer and user experience
4. Ability to work in a fast-paced environment, manage multiple priorities
5. Ability to work independently and perform under pressure
6. Broad knowledge of online software and relevant technologies
7. Strong leadership skills
8. Commercial awareness and understanding of the education sector
9. Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

Additional Information

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

1. Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
2. Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
3. Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
4. Action & Ownership - We have a bias toward action and empower teammates to make decisions.
5. One Team - We strive to break down silos, collaborate effectively, and celebrate each other's successes.
6. Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits

1. Remote First Culture
2. Health Care Coverage*
3. Education Reimbursement*
4. Competitive Paid Time Off
5. 4 Self-Care Days per year
6. National Holidays*
7. 2 Founder Days + Juneteenth Observed
8. Paid Volunteer Time*
9. Charitable contribution match*
10. Monthly Wellness or Home Office Reimbursement*
11. Access to Modern Health (mental health platform)
12. Parental Leave*
13. Retirement Plan with match/contribution*

* varies by country

At Turnitin, we recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you're willing to learn and evolve alongside us, join our team

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Mid-Senior level

Full-time

Customer Service

Software Development