Technical Support Team Manager

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeTechnical Full time $80,000 - $100,000
Job Description

We are seeking a highly skilled and experienced Technical Support Team Manager to lead our support team in delivering exceptional customer service. As a key member of our support team, you will be responsible for managing a team of technical support representatives, ensuring the successful support of our user base and the continuous improvement of team capabilities and performance.

Key Responsibilities:
  • Manage time effectively to ensure leadership duties are carried out while maintaining a reasonable volume of case work.
  • Lead by example in case quality and proactively support users of our products, ensuring 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.
  • Ensure your team follows operating procedures and collaborates with support leadership to drive solutions through knowledge sharing.
  • Enable the development of individual team members, delivering coaching and guidance as needed to achieve 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 to improve 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 activity for the team as required.
  • Develop awareness of business strategy and culture, reinforcing 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.
  • Own and progress personal development.
Required Skills and Qualifications

To be successful in this role, you will need:

  • A strong understanding of technical support principles and practices.
  • Excellent leadership and communication skills.
  • Ability to manage multiple priorities and deadlines.
  • Proven track record of improving team performance and customer satisfaction.
  • Familiarity with our products and services.
Benefits

We offer a competitive salary and benefits package, including:

  • A generous bonus structure.
  • Ongoing professional development opportunities.
  • A dynamic and supportive work environment.
Others

This role requires:

  • A degree in Computer Science or related field.
  • Minimum 5 years of experience in a technical support leadership role.

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