Exceptional Technical Support Leader

3 days ago

Mabalacat, Central Luzon, Philippines beBeeCustomer Full time $69,000 - $94,000
Lead a Team to Deliver Exceptional Customer Support

The primary focus of this role is leading a team of technical support representatives as they assist Tier 1 support to ensure the successful support of the Turnitin user base and the continuous improvement of team capabilities and performance.

This role requires strong leadership skills, with the ability to manage multiple priorities, work independently, and perform under pressure. The ideal candidate will have experience in building customer relationships, managing teams, and providing coaching and guidance to direct reports.

A key responsibility of this role is to proactively support users of the Turnitin products, ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction. The successful candidate will also be responsible for managing queues for tickets and channels for customer interaction, providing timely responses, and engaging with customers effectively.

Key Responsibilities:
  • 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 the Turnitin products (administrators, instructors, teaching assistants, exam takers, and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
  • 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.
  • Collaborate with internal teams (e.g., BPO Operations, Tier 3, Product, Development, etc.) to improve customer experience.
Requirements:
  • 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.
  • 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.
Benefits:
  • 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.

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