Senior Technical Support Team Lead

16 hours ago

Mandaue City, Central Visayas, Philippines beBeeLeader Full time $63,400 - $96,168
Job Description\

As a leader in our support team, you will play a key role in ensuring the successful delivery of exceptional customer service and driving continuous improvement within the team.

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Key Responsibilities:

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  • Manage your time effectively to balance leadership duties with a reasonable volume of case work.\
  • Lead by example in terms of case quality and demonstrate expertise in Turnitin products.\
  • Proactively support users of our products, resolving problems, ensuring system access and optimal system performance, and maintaining overall customer satisfaction.\
  • Become a Subject Matter Expert on all Turnitin Assessment Products and services while expanding knowledge on various product lines.\
  • Manage team performance individually and collectively, by agreeing on clear goals and targets, reviewing performance formally and informally, providing 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.\
  • 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 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.\

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