Technical Support Team Lead

2 days ago

Tarlac City, Central Luzon, Philippines beBeeLeadership Full time ₱7,065,000 - ₱8,610,000
Job Overview

The primary objective of this role is to lead a team of Technical Support Representatives, guiding them in assisting Tier 1 Support to ensure the successful support of the Turnitin user base and the continuous improvement of team capabilities and performance.

Key Responsibilities:
  • Effectively manage own time to ensure that leadership duties are carried out while maintaining a reasonable volume of case work.
  • Set a high standard for case quality through personal example.
  • 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.
  • 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, giving feedback, course correction, motivation and recognition.
  • Ensure the team follows established operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
  • Enable the development of individual team members by 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 1-1s to team members, providing structured feedback and guidance on areas for improvement.
  • Collaborate with internal teams (e.g. Operations, Tier 3, Product, Development etc.) to improve customer experience.
  • Identify issues and trends with 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.
  • Participate in recruitment activities for the team as required.
  • Develop awareness of the business strategy and culture and reinforce it within the team.
  • Responsible for team scheduling to ensure appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
  • Manage queues for tickets and channels for customer interaction to ensure timely response and overall engagement.
  • Support client escalations and incident response.
  • Actively progress in personal development.

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