Lead, Customer Technical Support
Position Purpose:
We're looking for an experienced and highly motivated Technical Support Operations Team Lead to guide the operational efficiency and continuous improvement of our technical support team. The ideal candidate will be a hands-on leader responsible for maintaining and optimizing our support platforms, building automations, and leveraging data to drive performance. This role is critical in ensuring our support teams have the tools and processes they need to deliver exceptional service and scale effectively.
Duties and Responsibilities:
- Platform Management: Serve as the primary administrator and subject matter expert for our support platform, Freshdesk. This includes user management, system configuration, and ensuring platform stability and security.
- Automation & Integration: Design, develop, and implement automations within Freshdesk to streamline workflows, improve efficiency, and reduce manual effort. This includes building and maintaining internal applications and integrations, particularly between Freshdesk and Jira, to ensure seamless communication and ticket flow between support and engineering teams.
- Performance & Metrics: Define, track, and report on key performance indicators (KPIs) and team metrics. Utilize business intelligence tools like Power BI (or similar) to create dashboards and reports that provide actionable insights into team performance, ticket trends, and operational health.
- Team Leadership & Mentorship: Monitor team performance in real-time and provide guidance and support to technical support agents. Foster a culture of continuous learning and improvement. While not a direct people management role, this position requires strong leadership skills to guide and influence team behavior.
- Technology & Trends: Stay current with industry trends and emerging technologies, particularly in the realm of AI and automation. Actively explore and utilize AI to streamline support workflows and improve team efficiency.
- Collaboration: Serve as a key collaborator, working with teams within the support department (such as the knowledge management and process improvement teams) and with teams outside of the support department, including Engineering, Product, and Sales, to align on shared goals and ensure seamless workflow across the organization.
Required Skills & Experience:
- Proven experience as a Freshdesk administrator, with comprehensive knowledge of features including ticket routing, workflow automation, SLA configuration, and agent scheduling.
- Strong proficiency in using Freshdesk Analytics to monitor key performance indicators (KPIs), track agent/team performance, and generate insightful reports to drive data-driven decisions.
- Demonstrated ability to create and maintain custom dashboards and reports for real-time visibility into support metrics and SLA compliance.
- Proven ability to integrate with Freshdesk's platform APIs and external third-party APIs using RESTful principles.
- Experience building and managing automated workflows, particularly with tools like Microsoft Power Automate to maintain, troubleshoot, and improve existing automated processes.
- Excellent analytical and problem-solving skills with a focus on optimizing support workflows and ensuring fair ticket distribution.
- A solid understanding of technical support operations and best practices.
Nice to Have Skills & Experience:
- Experience with business intelligence tools like Power BI to create advanced data visualizations and dashboards from multiple sources.
- Experience building custom web applications and integrations for SaaS platforms like Freshdesk, utilizing JavaScript, HTML, and CSS to solve operational inefficiencies.
- Freshworks Development Kit (FDK): Hands-on experience using the FDK command-line interface to develop, test, and package custom apps.
ABOUT BENCHMARK EDUCATION COMPANY
Benchmark Education Company (BEC) is a leading publisher of core, supplemental, and intervention literacy and language resources in English and Spanish, with valid and reliable digital assessments that inform instruction. BEC is also a provider of exceptional professional development to educators.
BEC is recognized as a responsive publisher that offers equally rigorous and engaging digital, print, and hybrid learning materials grounded in the Science of Reading research. BEC monitors research outcomes carefully to create effective foundational resources that include strong decoding materials with systematic and explicit instruction and high-quality resources focused on language development and comprehension. BEC’s content-rich and authentic texts offer instruction in close reading and analysis, multiple perspectives, and authentic literature while building world knowledge and reflecting the individuality of every student in each diverse classroom.
Family owned and operated for more than 25 years, BEC is committed to partnering with educators to provide the best for all students through resources of exceptional quality, world-class professional learning, and effective and dedicated customer support.
Benchmark Education Publishing (BEC) and its affiliates are proud to be an Equal Opportunity Employer.
For further information, visit us at: https://www.benchmarkeducation.com
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