Technical Support Leadership Specialist

3 days ago

Marikina City, National Capital Region, Philippines beBeeCustomer Full time $60,000 - $80,000
Leadership Role in Technical Support

We are seeking a highly motivated and experienced professional to join our team as a Team Lead. The successful candidate will be responsible for leading a team of technical support representatives, ensuring the successful support of the user base, and the continuous improvement of team capabilities and performance.

The primary focus of this role is to lead by example in case quality, proactively support users of the products, and become a subject matter expert on all assessment products and services.

Key Responsibilities:
  • 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 the products (administrators, instructors, teaching assistants, exam takers, and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
  • Become a subject matter expert on all assessment products and services.
  • 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.

Requirements:

  • 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
  • Broad knowledge of online software and relevant technologies
  • Strong leadership skills
  • Commercial awareness and understanding of the education sector
Total Rewards @ Company

A competitive total rewards package includes generous time off, 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.

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