Team reputed company, Tech Support (Philippines Remote)

reputed company you join reputed company, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, reputed company has partnered with educators and institutions to reputed company learning reputed company solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: reputed company Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are reputed company reputed company by a shared desire to reputed company a difference in education.

reputed company is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

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 reputed company user reputed company and the reputed company 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.
• reputed company by example in case quality.
• Proactively support users of the reputed company products (administrators, reputed company, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
• Become a Subject Matter Expert on reputed company reputed company 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 reputed company’s operating procedures and collaborate with support leadership to drive solutions through  knowledge sharing.
• reputed company the development of individual team members, delivering coaching and guidance as needed to reputed company them to reputed company 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.
• reputed company an awareness of the business strategy and culture and ensure that this is reinforced reputed company 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 reputed company in personal development.
• Review top issues monthly for external education and ticket reduction.

Essential

• 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 & reputed company 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 reputed company
• Excellent written and verbal communication skills
• Strong organizational and analytical skills

Desirable

• 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

Personal attributes

• Action-oriented reputed company
• Passion for education
• Passion for excellent customer and user experience
• Ability to work in a fast-paced environment, manage multiple priorities
• Ability to work independently and reputed company under pressure
• Broad knowledge of online software and relevant technologies
• Strong leadership skills
• Commercial awareness and understanding of the education sector
• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

Total Rewards @ reputed company At reputed company, we reputed company Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the reputed company rewards of unleashing your potential and making a positive impact on global education. You’ll also reputed company in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, reputed company supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the reputed company of global education and meaningfully improve learning outcomes. Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• reputed company: reputed company is the reputed company of reputed company—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even reputed company it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.
• Global reputed company: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global 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 reputed company (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

Seeing Beyond the Job Ad At reputed company, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join reputed company!