Full-Time Team Lead, Technical Support (Remote)

The primary focus of this role is leading a team of Technical Support Representatives as they assist Tier 1 Support to ensure the successful support of the Turnitin user base and the continuous improvement of team capabilities and performance.

Key Responsibilities and Outputs:

• Manage team performance individually and collectively, by agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and recognition.
• Ensure your team is following Turnitin’s operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
• Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential.
• Collaborate with internal teams (e.g. BPO Operations, Tier 3, Product, Development, etc.) to improve customer experience.
• Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends.
• Review top issues monthly for external education and ticket reduction.

Essential:

• Experience in building customer relationships
• 2+ years experience in a Technical Support team
• Team leadership/supervisory experience
• Strong working knowledge of Windows and Mac OS
• An understanding of Learning Management Systems and how they interact with our service
• Proven track record of identifying case trends and working with management to track and resolve issues
• Excellent written and verbal communication skills
• Strong organizational and analytical skills

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