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
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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