The Technical Support Team Lead is responsible for overseeing the daily operations of the technical support team as well as participating as an active member of the team. As a team lead, you will coordinate and delegate the responsibilities of the support team. This position will partner with the Director of IT to deliver exceptional support to clients through phone and email communication. You will be expected to lead by example, organize work, build reports, handle escalations, and help with projects.  The Team Lead will conduct training sessions with employees so that they can be equipped with new knowledge and skills to remain current. As a Team Lead, you will be tasked with considering the abilities and expertise of the team members to assist in dispersing assignments. This position is an advocate for the overall culture, vision, and values of Nuvollo Corp.

RESPONSIBILITIES

• Oversee the day-to-day operations of the Technical Support Team
• Keep abreast of changes in the standards, technologies, or methodologies
• Act as a senior agent who will drive client satisfaction through client support
• Provide direct supervision of the technical support staff which may include recruitment, evaluations, and disciplinary actions
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact for technical escalations
• Record and track team SLAs and workflows
• Provide support where needed for both internal teams and external clients
• Clearly communicate escalated issues to team managers as needed
• On-board all new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery and UAT if required for new product and feature releases
• Monitor team performance and report on metrics
• Work with your team to ensure that all client inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Provide a feedback loop to wider staff and clients on resolved and in-progress problems and incidents
• Implement any necessary preventive measures to reduce client faults and issues
• Review all technical support-related processes and documentation for continuous improvement
• Assist in the creation and implementation of client self-service material and tools
• Develop and execute company policies

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

• Proven people management and leadership skills
• Excellent communicator, both oral and written
• Strong problem-solving and communication skills
• Strong analytical skills to investigate and resolve client support tickets
• Able to multi-task efficiently under time pressure
• Able to work with leading-edge technology and assimilate information rapidly
• Previous experience in managing client-focused teams
• Proven experience in managing a service and support-focused team culture
• Risk assessment and risk management skills
• Able to apply critical thinking skills to problem-solving
• Able to exercise extreme attention to detail
• 10 Years plus experience in a Technical Support role
• French language written and verbal would be an asset

Email your resume to [email protected] or fill out the below form.