Technical Support Manager

2 days ago

Taguig, National Capital Region, Philippines beBeeLeadership Full time $60,000 - $80,000
Technical Support Leadership Role

The primary focus of this position is leading a team of Technical Support Representatives as they assist in ensuring the successful support of users and continuous improvement of team capabilities.

  • Manage time effectively to ensure leadership duties are carried out while maintaining a reasonable volume of case work.
  • Lead by example in case quality, proactively supporting users to resolve problems and improve overall customer satisfaction.
  • Become a Subject Matter Expert on Turnitin 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.
Key Responsibilities:
  • Ensure the team follows operating procedures and collaborates with support leadership to drive solutions through knowledge sharing.
  • Enable individual team members to develop their skills, 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.
  • Collaborate with internal teams to improve customer experience and identify issues and trends with support leadership and tier 3 teams.
  • Review top issues monthly for external education and ticket reduction.
Required Skills:
  • Experience in building customer relationships and 2+ years in a Technical Support team.
  • Bachelor's Degree in Computer Science or equivalent work experience.
  • Team leadership/supervisory experience and strong working knowledge of Windows and Mac OS.
  • In-depth knowledge of expert areas, web technologies, and Software as a Service (SaaS).
  • User experience of CRM systems and excellent written and verbal communication skills.
Benefits:
  • Competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • Flexible working hours and remote work options.
  • Award-winning company culture and values-driven environment.
About Us:

We are a global organization with a diverse community of colleagues unified by a shared desire to make a difference in education. Our mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

  • Culture of innovation and excellence.
  • Commitment to diversity, equity, and inclusion.
  • Premium employee benefits and wellness programs.
  • Global opportunities for career growth and development.

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