Technical Support Team Lead

The primary focus of this role is to lead a team of Technical Support Specialists in delivering exceptional customer experiences and continuous improvement. The successful candidate will work closely with the team to ensure timely and effective support for Turnitin users, drive process enhancements, and foster a culture of excellence.

Responsibilities:

• Manage time effectively to prioritize tasks, lead by example in case quality, and maintain a reasonable volume of case work.
• Proactively engage with customers to resolve issues, provide system access, optimize system performance, and ensure overall satisfaction.
• Develop expertise in Turnitin products and services while expanding knowledge on product lines.
• Lead team performance individually and collectively, agreeing on clear goals and targets, reviewing performance formally and informally, providing feedback, course correction, motivation, and recognition.
• Ensure adherence to operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
• Enable individual team members to achieve their full potential by delivering coaching and guidance as needed.
• Provide quality feedback to direct reports based on output from the Quality and Knowledge team.
• Deliver regular 1-1s 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 and opportunities.
• Review top issues monthly for external education and ticket reduction.
• Support the creation of training modules with the Quality and Knowledge team.
• Participate in recruitment activities for the team as required.
• Develop awareness of the business strategy and culture, ensuring it is reinforced within the team.
• Responsible for team scheduling to ensure appropriate staffing is available 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.
• Support client escalations and incident response.
• Actively pursue personal development.
• Review top issues monthly for external education and ticket reduction.

Essential:

• Experience building customer relationships.
• 2+ years 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.
• In-depth knowledge of expert areas: configuration, features, bugs & known issues.
• Broad understanding of web technologies and Software as a Service (SaaS).
• 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.

Desirable:

• 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.

• 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.