Lead Technical Support Specialist

• Job Summary

The Lead Technical Support Specialist will oversee a team of technical support representatives, ensuring the successful support of our user base and continuous improvement of team capabilities and performance.

This role involves managing time effectively, leading by example in case quality, and proactively supporting users to ensure problem resolution, system access, optimal system performance, and overall customer satisfaction.

Key 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 follows established operating procedures and collaborates with support leadership to drive solutions through knowledge sharing.
• Enable individual team member development by 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.
• Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends.
• 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 activities for the team as required.
• Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.

Requirements:

• 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
• 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

Benefits Package:

• Generous time off and health and wellness programs that offer choice and flexibility
• Health care coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Retirement Plan with match/contribution*

Turnitin Values:

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership - We have a bias toward action and empower teammates to make decisions.
• One Team - We strive to break down silos, collaborate effectively, and celebrate each other's successes.
• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.
• Remote First Culture