Team Lead, Tech Support (Philippines Remote) at TurnitinLLC

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. • Review top issues monthly for external education and ticket reduction.