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.
