Technical Support Team Leader

2 days ago

Quezon City, National Capital Region, Philippines beBeeCustomer Full time $93,199 - $115,249

Job Description:

We are seeking a skilled Team Lead to oversee our Technical Support team.

The successful candidate will be responsible for leading a team of Technical Support Representatives as they assist Tier 1 Support to ensure the successful support of the user base and the continuous improvement of team capabilities and performance.

Key Responsibilities and Outputs:
  • Manage own time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work.
  • Lead by example in case quality.
  • Proactively support users of Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
  • Develop expertise in Turnitin Assessment Products and services while expanding knowledge on various product lines.
  • 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.
  • Ensure your team is following operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
  • Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential.
  • Provide quality feedback to direct reports, based on output from Quality and Knowledge teams.
  • Deliver regular one-to-ones to team members, providing structured feedback and guidance on areas for improvement.
  • Collaborate with internal teams to improve customer experience.
  • Identify and report issues and trends with support leadership and Tier 3 teams.
  • Review top issues monthly for external education and ticket reduction.
  • Support Quality and Knowledge teams with training module creation.
  • Participate in recruitment activities as required.
  • Develop awareness of business strategy and culture, and ensure it is reinforced within the team.
  • Responsible for team scheduling to ensure appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
  • Manage queues for tickets and channels for customer interaction to ensure timely response and overall engagement.
  • Provide support with client escalations and incident response.
  • Actively own and progress in personal development.

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