Lead Technical Support Specialist

2 days ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeTechnical Full time $80,000 - $100,000
Job Title: Team Lead, Technical 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 user base and the continuous improvement of team capabilities and performance.

Key Responsibilities:
  • Effectively manage your time to ensure that leadership duties are carried out while maintaining a reasonable volume of case work.
  • Set an example in case quality by consistently delivering high-quality results.
  • Proactively provide support to users of 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.
  • Individually and collectively manage team performance by agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation, and recognition.
  • E nsure the team follows established operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
  • Enable individual team members' growth, 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.
  • D eliver regular 1-1's to team members, providing structured feedback and guidance on areas for improvement.
  • Collaborate with internal teams (e.g., Operations, Tier 3, Product, Development) to improve the customer experience.
  • 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 training module creation.
  • Participate in recruitment activities for the team as required.
  • Develop awareness of the business strategy and culture, reinforcing it within the team.
  • Manage 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.

You will have opportunities to develop personally and professionally in this role. We value employee development and offer resources to help you grow in your career.

This role requires strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer experiences.

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