Senior Technical Support Team Leader

1 day ago

Calamba, Calabarzon, Philippines beBeeTechnical Full time $60,000 - $80,000
Job Title

The successful candidate will be responsible for leading a team of Technical Support Representatives in ensuring the efficient support of users and continuous improvement of team capabilities and performance. The primary focus is on managing time effectively to ensure leadership duties are carried out while maintaining a reasonable volume of case work.

Responsibilities and Deliverables
  • Lead by example in delivering high-quality case work.
  • Provide proactive support to users, ensuring problem resolution, system access, optimal system performance, and 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, 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 individual team members to achieve their full potential through coaching and guidance.
  • Deliver regular 1-1 sessions to provide structured feedback and guidance on areas for improvement.
  • Collaborate with internal teams to improve the customer experience.
  • Identify issues and trends with support leadership and tier 3 teams to understand problems and opportunities.
  • Review top issues monthly for external education and ticket reduction.
Qualifications
  • Experience in building customer relationships.
  • At least two years of 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.
  • Understanding of multiple integration paths.
  • Expertise in configuring integrations, awareness of features, bugs & known issues, etc.
  • Broad understanding of web technologies and Software as a Service (SaaS).
  • Knowledge of Learning Management Systems and how they interact with our service.
  • Excellent written and verbal communication skills.
  • Strong organizational and analytical skills.
Personal Attributes
  • Action-oriented mindset.
  • Passion for education.
  • Ability to work independently and perform under pressure.
  • Strong leadership skills.
  • Commercial awareness and understanding of the education sector.

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