Technical Support Team Lead Position

Job Title: Technical Support Team Lead

• Full-time

When you join our organization, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, we've partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.

Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

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 user base and the continuous improvement of team capabilities and performance.

Key Responsibilities and Outputs:

• Manage own time effectively to ensure 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 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 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.
• Deliver regular 1-1's to team members, providing structured feedback and guidance on areas for improvement.
• Collaborate with internal teams (e.g. BPO Operations, Tier 3, Product, Development, etc.) to improve customer experience.
• Be the first to identify issues and trends with our 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.
• Take part in recruitment activity for the team as required.
• Develop an awareness of the business strategy and culture and ensure that this is reinforced 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 the team's timely response and overall engagement.
• Provide support with client escalations and incident response.
• Actively own and progress in personal development.
• Review top issues monthly for external education and ticket reduction.

Required Skills and Qualifications:

• 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.
• Provide '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.
• 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.

Benefits:

• 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.

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.