Technical Support Team Lead

2 days ago

Marikina City, National Capital Region, Philippines beBeeCustomerService Full time ₱1,800,000 - ₱2,500,000
Key Leadership Role: Technical Support Team Lead

This leadership position is responsible for overseeing a team of technical support representatives, ensuring they effectively assist customers and continuously improve their skills and performance.

Key Responsibilities:
  • Effectively manage own time to balance leadership duties and case work.
  • Set an example in case quality by delivering high-quality work.
  • Proactively provide assistance to users of the Turnitin products (administrators, instructors, teaching assistants, exam takers, and proctors) to resolve problems, ensure system access, optimize system performance, and enhance customer satisfaction.
  • Become a subject matter expert on all Turnitin assessment products and services while expanding knowledge of various product lines.
  • Manage team performance individually and collectively by agreeing on clear goals, targets, reviewing performance formally and informally, providing feedback, course correction, motivation, and recognition.
  • Evaluate team members' adherence to Turnitin's operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
  • Develop individual team members, deliver 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.
  • Regularly hold one-on-one sessions with team members, offering structured feedback and guidance on areas for improvement.
  • Collaborate with internal teams to enhance customer experience.
  • Identify issues and trends early with support leadership and tier 3 teams to understand issues/trends.
  • Review top issues monthly to educate externally and reduce tickets.
  • Support the Quality and Knowledge team in creating training modules.
  • Participate in recruitment activities for the team as required.
  • Develop awareness of the business strategy and culture and reinforce this within the team.
  • Responsible for scheduling to ensure appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
  • Manage queues and channels for timely response and engagement.
  • Assist with client escalations and incident response.
  • Actively develop personal growth.
Requirements:
  • Excellent leadership and communication skills.
  • Ability to manage multiple priorities and meet deadlines.
  • Strong problem-solving and analytical skills.
  • Experience working in a fast-paced environment.
  • Knowledge of the Turnitin product suite.
  • Ability to work independently and collaboratively.
Benefits:

This role offers a range of benefits, including opportunities for professional growth and development, collaboration with a talented team, and the chance to make a real impact on our customers' success.

Additional Information:

Please note that this is not a contract or guaranteed job offer. The information provided is for general guidance only and may be subject to change.

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