Senior Technical Operations Manager

7 days ago

Rizal, Philippines beBeeLeadership Full time ₱851,218 - ₱1,523,098
Job Title

Technical Support Team Leader.


Job Description

The primary focus of this role is to manage own time effectively, lead by example in case quality, proactively support users of the Turnitin products, become a Subject Matter Expert on all Turnitin Assessment Products, and manage team performance individually and collectively.

Key Responsibilities:

  • 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.
  • 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.

Required Skills:

  • 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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