Full-Time Team Lead, Technical Support

Primary Focus: Leading a team of Technical Support Representatives assisting Tier 1 Support for successful user base support, continuous improvement of team capabilities and performance.

Key Responsibilities:

• Effectively manage time for leadership duties while maintaining a reasonable workload of cases.
• Lead by example in case quality.
• Proactively support Turnitin users, resolving problems, granting system access, ensuring optimal performance, and achieving customer satisfaction.
• Become a Subject Matter Expert on Turnitin products and services.
• Manage team performance with clear goals and targets, through formal and informal reviews, providing feedback, course correction, motivation, and recognition.
• Ensure team adherence to Turnitin operating procedures.
• Collaborate with support leadership to drive solutions via knowledge sharing.
• Enable individual team member development through coaching and guidance.
• Provide quality feedback to direct reports based on Quality and Knowledge team output.
• Conduct regular 1-1s with team members, offering structured feedback and guidance.
• Collaborate with internal teams to enhance customer experience.
• Identify issues and trends for 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 team recruitment activities.
• Develop awareness of business strategy and culture to reinforce within the team.
• Manage team scheduling, ensuring appropriate staffing 24/7.
• Manage queues and channels for timely responses and engagement.
• Support client escalations and incident response.
• Actively pursue personal development.

Qualifications:

• Experience in building customer relationships
• 2+ years experience in Technical Support
• Bachelor's Degree in Computer Science or equivalent experience
• Team leadership/supervisory experience
• Strong knowledge of Windows and Mac OS
• Understanding of multiple integration paths
• In-depth knowledge of expert areas, configuration, features, bugs, and known issues
• Broad understanding of web technologies and SaaS
• Understanding of Learning Management Systems
• 'White Glove' support for difficult cases
• Proven track record of identifying case trends
• User experience with CRM systems (e.g., Zendesk)
• Excellent written and verbal communication skills
• Strong organizational and analytical skills

Desirable:

• Experience in a coaching role
• Familiarity with reporting
• Experience in the education field
• Experience with educational technology products
• Experience in an omni-channel contact center (telephone, chat, email)

Personal Attributes:

• Action-oriented mindset
• Passion for education and excellent customer experience
• Ability to work in a fast-paced environment, manage multiple priorities, and work independently under pressure
• Broad knowledge of online software and technologies
• Strong leadership skills
• Commercial awareness and understanding of the education sector
• Excellent interpersonal skills to form effective relationships

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