Benchmark Education Company ยท 2 months ago
Lead, Customer Technical Support
United States
Full-time
Remote
Lead/Staff
$70K/yr - $75K/yrBenchmark Education Company is a leading publisher of literacy and language resources. They are seeking a Technical Support Operations Team Lead to enhance operational efficiency and improve support processes for their technical support team.
EducationPublishing
Responsibilities
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
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
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
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
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
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
Qualification
Required
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
Preferred
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
Company
Benchmark Education Company
Benchmark Education Company is a publishing company that publishes educational content.
Founded in 1998
501-1000 employees
H1B Sponsorship
Benchmark Education Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (9)
2023 (3)
2022 (9)
2021 (9)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Tom Reycraft
President, Chief Executive Officer, Founder
Recent News
2023-12-27
Pelham Examiner
2023-12-27
Company data provided by crunchbase