Top Technical Support Lead

We are seeking an experienced Technical Support Team Lead to lead a team of technical support representatives and ensure the successful support of our user base.

• Manage own time effectively to ensure leadership duties are carried out, while also maintaining a reasonable volume of case work.
• Lead by example in case quality.
• Proactively support users of our products ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
• Become a Subject Matter Expert on all Turnitin 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 our 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.
• Deliver regular 1-1's to team members, providing structured feedback and guidance on areas for improvement.
• Collaborate with internal teams to improve customer experience.
• Review top issues monthly for external education and ticket reduction.
• Support the Quality and Knowledge team with the creation of training modules.
• Take part in recruitment activity for the team as required.
• Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.
• Responsible for team scheduling to ensure that appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
• Manage queues for tickets and channels for customer interaction to ensure the team's timely response and overall engagement.
• Provide support with client escalations and incident response.
• Actively own and progress in personal development.
• Review top issues monthly for external education and ticket reduction.

• 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.
• Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts.
• Proven track record of identifying case trends and working with management to track and resolve issues.
• User experience of CRM systems preferably Zendesk.
• Excellent written and verbal communication skills.
• Strong organizational and analytical skills.

• Competitive salary and benefits package.
• Generous time off and health and wellness programs.
• Remote-centric culture.
• Total Rewards package that prioritizes well-being.

• 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.

Please note that we value diversity and inclusion. We welcome applications from qualified candidates regardless of their background or experience level.