Tech Support Team Leader

About ETS:

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

POSITION SUMMARY

We are seeking a personable, highly skilled and extremely motivated Technical Support Team Leader to join our team. We offer competitive salaries and excellent benefits in a technologically stimulating environment. Primary job function outlines a pivotal leadership role within a technical support team working on test delivery environment. At its core, the position is about bridging the gap between high-level operational goals and the front-line experience of the client and their test takers via phone, and live chat. Additional duties and responsibilities as assigned. This role operates in a 24x7 support environment, including rotational shifts, weekends, and holidays as required to support global operations.

PRIMARY RESPONSIBILITIES

• Technical Support Team Leader reports to the Technical Support Manager
• Handle a minimum of 15 Technical Support agents
• Responsible for daily operations of his/her team, including meeting preset goals designed to ensure timely and accurate service to clients
• Monitor the queue for the Technical Support Team and managing the agents schedule and break schedules
• Monitor NICE Telephony Dashboard and Chat queues to ensure sufficient TSR agents’ phone and live chat coverage
• Responsible for the monitoring and/or triage of JIRA Tickets. Act as floor support for Technical Support Agents
• Develop and improve policies and procedures for TSR Team. Provide action plans based on the agents or team performance
• Ensure staff compliant with PSI's policies and procedures
• Mentor/develop/motivate staff to improve their performance and process/product knowledge

Required Experience:

KNOWLEDGE / SKILLS

• Minimum 2+ year experience as a Technical Support & 2 years as a Team Leader role from BPO or IT-BPO
• Familiarity with call center reporting and statistics
• Familiarity with NICE phone system: NICE Dashboard, NICE Chat and Workforce Optimization
• Familiarity on utilizing JIRA/Atlassian ticketing system
• Familiarity with QA processes and procedures
• Knowledgeable in MS Office applications installation, operation and support
• Ability to communicate effectively with staff and other support positions
• Ability to construct correspondence is professional, concise and grammatically correct
• Consistent team player with positive attitude
• Ability to multitask and stay well organized in a fast-paced environment
• Ability to manage personal travel schedule
• Excellent interpersonal, organizational, and time management skills
• Strong leadership skills with willingness to learn
• Demonstrate fundamental analytic and problem resolution skills
• Strong conflict management, teambuilding, and motivational skills
• Ability to handle difficult conversations in a professional manner

EDUCATION

• Graduate, degree in any discipline

Preferred / Nice-to-Have

• Certifications such as ITIL Foundation
• CompTIA A+/ Network+
• Microsoft Fundamentals
• Google IT support professional and/or any entry-level technical support or customer service certification

Note: This role follows rotational shifts 24/7, rotational week offs & one-sided cab facility.