Technical Support Leader

We are seeking a highly skilled and experienced Team Lead, Technical Support to join our team. As a Team Lead, you will be responsible for leading a team of Technical Support Representatives as they assist Tier 1 Support to ensure the successful support of our user base and the continuous improvement of team capabilities and performance.

You will be responsible for managing your own time effectively to ensure that leadership duties are carried out while also maintaining a reasonable volume of case work. You will lead by example in case quality, proactively supporting users of our products ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.

Key Responsibilities:

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• Manage own time effectively to ensure that 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 (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
• Become a Subject Matter Expert on all our Assessment Products and services while expanding knowledge on the various product lines.

Benefits:

Turnitin maintains a Total Rewards package that is competitive within the local job market. Our benefits include generous time off and health and wellness programs that offer choice and flexibility, providing a safety net for the challenges that life presents from time to time.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values underpin everything we do.

Our Values:

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• 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.

What We Offer:

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• Remote-first culture.
• 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.

If you're a motivated and results-driven individual who shares our passion for education and customer satisfaction, we encourage you to apply.

Applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Requirements:

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• 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:

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• 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.