The Technical Support Lead will be responsible for the operational performance of our Level 2 support team as they deal with complex system installations, analysis and troubleshooting.

In this client-facing role, you will have a significant impact on their ongoing opinion and satisfaction with the company. By helping the company differentiate itself from the competition with exceptional customer service and support, you play a key role in the growth and sustainability of the business.

Job Duties:

• Lead a global team of support analysts and act as a mentor and coach to team members on best practices, troubleshooting issues and effective customer communications
• Ensure customer requests and issues are resolved with the highest quality of service and within our contracted Service Level Agreement (SLA)
• You are responsible for proactively monitoring and responding to customer support requests in a professional and timely manner
• Review support metrics, prioritize backlogs and escalations; track performance and identify trends, anomalies, and opportunities for improvement
• Direct the implementation and maintenance of support documentation, workflows, and adherence to established support processes
• Determine which issues require internal escalation and work with appropriate stakeholders; including Product Team, Engineering and Account Managers until resolution
• Complete assigned projects and tasks in a timely manner, adhering to deadlines and possibly working outside of normal office hours to achieve this
• Cultivate and lead positive working relationships with customers, external partners and co-workers, representing the company in a positive manner at all times assist with on-premise and cloud UC support
• Be available to deal with escalations and critical issues on a 24/7 basis

Experience:

• 3-5 years of experience in an application support lead role
• Strong ability to analyze, troubleshoot and prioritize technical issues
• Able to manage SLAs and maintain high level of client satisfaction
• Excellent communication skills, both written, oral and client facing
• Documentation skills (procedures, guides, problem resolution)
• Organizational, prioritization and multitasking skills
• Able to facilitate flexible working hours (e.g. 10am to 6pm or 8am to 4pm), including weekends and holidays
• Ability to deal with customers in escalated and challenging situations
• Able to explain technical information in non-technical terms
• Capable of taking ownership and responsibility

Technical Skills:

• Bachelors or College Degree in Com Sci/Info Tech
• Knowledge of multiple Microsoft OS (7/10, Server 2008/2012/2016)
• Microsoft IIS experience, including working with SSL certificates
• MS SQL scripting experience
• Zendesk, JIRA experience highly regarded

Perks:

• Opportunity to learn and grow with an amazing team
• 100% employer-paid benefit premiums
• Health & Wellness Program and Gym Membership Subsidy, RRSP match plan 
• 18 days of PTO
• Free underground parking
• Monthly catered lunches & daily snacks
• Team building and social events
• Casual work environment