As Technical Support Team Leader you will be responsible for overseeing and coordinating all user technical support activities. Your contribution to the technical support team will have a direct and significant impact in the department’s quality and on-time compliance. Your areas of intervention are to monitor the team's work and to coach team members while providing support on incidents related to the use of our software, MYLE. Under the National Director of Customer Services, you will join a multidisciplinary team whose mandate is to help our customers when they encounter technical problems.
Responsibilities
- Lead a team of Level 1 and Level 2 technical support agents responsible for providing the best services to our clinical users.
- Create, prioritize, assign, and monitor daily tasks and the work-progress of the team based on deliverables.
- Supervise the performance of the team in relation to the defined KPIs.
- Coach team members and support them in their skills development.
- Follow-up and manage escalations.
- Perform functional and technical analysis on requests documented in the ticketing system (Salesforce).
- Organize and manage team meetings.
- Report to the Director of Customer Services on the progress of the team's tasks and propose corrective measures when necessary in order to meet the objectives set.
- Work closely with the team of developers to resolve technical issues that are beyond the capabilities of the department.
- Collaborate with other departments in order to maximize the satisfaction of our customers.
- Document the procedures of the department.
- Contribute to documenting the internal and external knowledge base.
- Provide training and onboarding to new team employees.
- Participate in the recruitment of new team members.
- Perform other related duties.