Technical Support Team Leader

1 day ago

Angeles City, Central Luzon, Philippines beBeeLeadership Full time $60,000 - $70,000
Technical Support Lead">

The Technical Support Lead is responsible for leading a team of technical support representatives in providing exceptional customer service to our users. This includes managing case queues, escalating complex issues, and collaborating with internal teams to resolve problems.

As a Technical Support Lead, you will be the primary point of contact for customers experiencing technical difficulties with our products. You will work closely with the Quality and Knowledge team to create training modules and develop individual team members to achieve their full potential.

Key responsibilities include:

  • Managing case queues to ensure timely response and resolution
  • Escalating complex issues to Tier 3 teams for resolution
  • Collaborating with internal teams to resolve customer issues
  • Developing and delivering coaching and guidance to team members
  • Providing quality feedback to direct reports
  • Reviewing top issues monthly for external education and ticket reduction

Required skills and 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 (SasS)
  • An understanding of Learning Management Systems and how they interact with our service
  • Excellent written and verbal communication skills
  • Strong organizational and analytical skills
  • Experience in a coaching role
  • Familiarity with reporting
  • Past experience in the education field and/or with educational technology products
  • 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
  • Broad knowledge of online software and relevant technologies
  • Strong leadership skills
  • Commercial awareness and understanding of the education sector
  • Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

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