Tech Support Team Leader

ETS Assessment Services Pvt Ltd; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

ETS seeks a personable, highly skilled Technical Support Team Leader to oversee a 24x7 global support operation, bridging high‑level goals with frontline client experiences via phone and live chat. The role requires coordinating a sizable team and ensuring timely, accurate service to test takers and clients.

The ideal candidate has at least two years in a Team Leader role within BPO/IT‑BPO, strong leadership and communication skills, and experience with NICE systems and JIRA.

Qualifications

• Minimum two years as Technical Support Team Leader in BPO/IT-BPO.
• Experience with call center reporting and statistics.
• Familiarity with NICE phone system incl. Dashboard and Chat.
• Experience using JIRA/Atlassian ticketing system.
• Knowledge of QA processes and MS Office applications.

Responsibilities

• Lead daily operations of the technical support team and meet preset goals.
• Monitor queues and manage agent schedules and breaks.
• Oversee NICE Telephony Dashboard and live chat coverage.
• Triage JIRA tickets and provide floor support to agents.
• Develop and improve TSR policies and procedures.
• Ensure staff compliance with company policies.

Skills

Leadership

Team management

Communication

Multitasking

Interpersonal skills

Education

Graduate degree

Tools

NICE Dashboards

NICE Chat

NICE Workforce Optimization

JIRA/Atlassian

Job description

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

Keyword: Tech Support Team Leader

Required Experience:

KNOWLEDGE / SKILLS

• Minimum two (2) year experience as a Technical Support 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

#LI-AS1

ETS is mission driven and action oriented

• We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
• We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
• As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
• The base salary range advertised represents the low and high end of the anticipated salary range for this position. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job‑related knowledge, skills, and experience among other factors. The base pay is only one aspect of the Total Rewards Package that will be offered to the successful candidate.

ETS is an Equal Opportunity Employer

We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.

From: ETS GCC