Technical Support Operations Manager
1 week ago
This position focuses on leading a team of technical support representatives as they collaborate with Tier 1 Support to ensure seamless user support and continuous improvement of team capabilities.
- Manage time effectively to balance leadership duties with a reasonable case load.
- Set an example in case quality by demonstrating expertise.
- Proactively support Turnitin users, resolving issues, ensuring system access, optimal performance, and customer satisfaction.
- Become a subject matter expert on Turnitin assessment products and services while expanding knowledge on various product lines.
- Monitor team performance, agreeing on clear goals, reviewing progress, providing feedback, course correction, motivation, and recognition.
- Ensure team adherence to Turnitin's operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
- Develop individual team members, delivering coaching and guidance as needed to enable them to reach their full potential.
- Provide high-quality feedback to direct reports based on output from the Quality and Knowledge team.
- Conduct regular one-on-ones with team members, offering structured feedback and guidance on areas for improvement.
- Collaborate with internal teams to enhance customer experience.
- Identify and report issues and trends to support leadership and tier 3 teams.
- Review top issues monthly for external education and ticket reduction.
- Support the Quality and Knowledge team in creating training modules.
- Participate in recruitment activities as required.
- Foster awareness of the business strategy and culture within the team.
- Oversee team scheduling to ensure adequate staffing 24/7 based on case arrival patterns and historical trends.
- Manage queues for tickets and channels for customer interaction to ensure timely response and overall engagement.
- Assist with client escalations and incident response.
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