Technical Support Team Lead

Book4Time Inc.

Technical Support Team Lead


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
Te puede interesar:   Coordonnateur des données, finance

 

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 

  • Seniority level

    Mid-Senior level

  • Employment type

    Full-time

  • Job function

    Customer ServiceInformation Technology

  • Industries

    Computer Software

Toronto, Ontario, Canada


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