[Hiring] Team Lead, Tech Support @Turnitin, LLC

Role Description

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 own time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work.
• Lead by example in case quality.
• Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
• Become a Subject Matter Expert on all Turnitin Assessment Products and services while expanding knowledge on the Tii various product lines.
• 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.
• Provide quality feedback to direct reports, based on output from the Quality and Knowledge team.
• Deliver regular 1-1’s 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.
• 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.
• Support the Quality and Knowledge team with the creation of training modules.
• Take part in recruitment activity for the team as required.
• Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.
• Responsible for team scheduling to ensure that appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
• Manage queues for tickets and channels for customer interaction to ensure the team’s timely response and overall engagement.
• Provide support with client escalations and incident response.
• Actively own and progress in personal development.

Qualifications

• Experience in building customer relationships
• 2+ years experience 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
• An understanding of multiple integration paths
• In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues, etc.
• Broad understanding of web technologies and Software as a Service (SaaS)
• An 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

Requirements

• 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

Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• Self-Care Days
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*