Technical Team Leader

24 hours ago

General Santos, Soccsksargen, Philippines beBeeTeamLeader Full time ₱1,200,000 - ₱1,500,000
Job Title: Technical Team Leader

Our organization is seeking an experienced and skilled technical team leader to join our dynamic support team.

Job Description:

The primary focus of this role is leading a team of technical support representatives as they assist tier 1 support in ensuring the successful support of the user base and the continuous improvement of team capabilities and performance.

Key Responsibilities:
  • Manage own time effectively to ensure leadership duties are carried out while maintaining a reasonable volume of case work.
  • Lead by example in case quality, actively promoting a culture of excellence within the team.
  • Proactively support users of our products (administrators, instructors, teaching assistants, exam takers, and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
  • Develop and maintain subject matter expertise 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 the team follows operating procedures, collaborating with support leadership to drive solutions through knowledge sharing.
  • Enable individual team member development, 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.
  • Deliver regular one-on-ones to team members, providing structured feedback and guidance on areas for improvement.
  • Collaborate with internal teams (e.g., BPO operations, Tier 3, Product, Development, etc.) to improve customer experience.
  • Identify issues and trends with 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 the creation of training modules.
  • Participate in recruitment activities for the team as required.
  • Develop an 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.
  • Provide support with client escalations and incident response.

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