Technical Team Lead

This role is focused on leading a team of technical support specialists in delivering top-notch assistance to users of Turnitin products.

The ideal candidate will be responsible for managing the team's performance, ensuring problem resolution, system access, and overall customer satisfaction. They will also need to become an expert in all Turnitin Assessment Products and services, as well as expand their knowledge of various product lines.

• Lead by example in terms of quality and time management to ensure leadership duties are carried out effectively while maintaining a reasonable volume of work.
• Proactively support Turnitin users, ensuring prompt 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 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.
• Enable individual team members' development, 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 sessions with team members, providing structured feedback and guidance on areas for improvement.
• Collaborate with internal teams to enhance the customer experience.
• Identify issues and trends with support leadership and tier 3 teams to understand problems/trends.
• Review top issues monthly for external education and ticket reduction.
• Support the Quality and Knowledge team with training module creation.
• Participate in recruitment activities for the team as required.
• Develop awareness of the business strategy and culture, ensuring it is reinforced within the team.
• Responsible for team scheduling to ensure adequate staffing is available 24/7 based on case arrival patterns and historical trends.
• Manage queues for tickets and channels for customer interaction to ensure timely response and engagement.
• Support client escalations and incident response.
• Own and progress in personal development.

• 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.
• 'White Glove' support for difficult cases/sensitive customers/at risk accounts.
• Proven track record of identifying case trends and working with management to track and resolve issues.
• User experience of CRM systems preferably Zendesk.
• Excellent written and verbal communication skills.
• Strong organizational and analytical skills.

This role offers the opportunity to develop expertise in Turnitin products, expand your knowledge of educational technology, and lead a high-performing team. You will have the chance to collaborate with internal teams, identify areas for improvement, and implement solutions to enhance the customer experience.

• 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 ability to form effective working relationships with both internal and external partners.