Senior Technical Support Specialist

2 days ago

Taguig, National Capital Region, Philippines beBeeCustomerService Full time ₱900,000 - ₱1,350,000
Technical Support Team Lead

As a Technical Support Team Lead, you will play a crucial role in ensuring the successful support of our user base and the continuous improvement of team capabilities and performance.

Job Description:

The primary focus of this role is to lead a team of Technical Support Representatives as they assist Tier 1 Support. This involves managing own time effectively, leading by example in case quality, proactively supporting users of our products, and becoming a Subject Matter Expert on all Turnitin Assessment Products and services.

Responsibilities:
  • 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 established 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 the Quality and Knowledge team.
  • Collaborate with internal teams to improve customer experience.

Additional responsibilities include reviewing top issues monthly for external education and ticket reduction, supporting the Quality and Knowledge team with the creation of training modules, taking part in recruitment activity for the team as required, and developing an awareness of the business strategy and culture.

Qualifications:
  • Experience in building customer relationships.
  • 2+ years experience in a Technical Support team.
  • Bachelor's Degree in Computer Science or equivalent work experience.
  • Team leadership/supervisory experience.
  • Strong working knowledge of Windows and Mac OS.
  • An understanding of multiple integration paths.
  • In-depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues, etc.
  • Broad understanding of web technologies and Software as a Service (SaaS).
  • An understanding of Learning Management Systems and how they interact with our service.

Desirable qualifications include experience in a coaching role, familiarity with reporting, past experience in the education field and/or with educational technology products, and past experience in an omni-channel contact center environment involving telephone, chat and email channels.

Personal Attributes:
  • Action-oriented mindset.
  • Passion for education.
  • Passion for excellent customer and user experience.
  • Ability to work in a fast-paced environment, manage multiple priorities.
  • Ability to work independently and perform under pressure.
Benefits:
  • Competitive salary and benefits package.
  • Generous time off and health and wellness programs.
  • Remote-centric culture that empowers you to work with purpose and accountability.
  • Comprehensive package prioritizing well-being.
Our Mission:

We strive to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values:
  • Customer Centric - We put educators and learners at the center of everything we do.
  • Passion for Learning - We seek teammates that are constantly learning and growing.
  • Integrity - We believe integrity is the heartbeat of our organization.
  • Action & Ownership - We empower teammates to make decisions.
  • One Team - We break down silos and collaborate effectively.
  • Global Mindset - We respect local cultures and think globally.

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