Expert Technical Team Leader

1 day ago

Province of Palawan, Mimaropa, Philippines beBeeTechnical Full time ₱3,500,000 - ₱6,000,000
Job Title: Technical Support Lead

We are seeking an experienced leader to manage our technical support team.

  • Full-time remote position available.

The successful candidate will be responsible for leading a team of technical support representatives, ensuring the successful support of our user base and the continuous improvement of team capabilities and performance.

Key Responsibilities:
  • Manage own time effectively to ensure leadership duties are carried out while maintaining a reasonable volume of case work.
  • Lead by example in case quality, demonstrating exceptional problem-solving skills.
  • 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, expanding knowledge on our various product lines.
  • Manage team performance individually and collectively, 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.
  • 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.
  • 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 activity for the team as required.
  • Develop an awareness of our business strategy and culture, ensuring that this is reinforced within the team.
  • Responsible for team scheduling to ensure appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
  • Manage queues for tickets and channels for customer interaction to ensure timely response and overall engagement.
  • Provide support with client escalations and incident response.
  • Actively own and progress in personal development.

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