Technical Support Manager - Ontario (ON), Toronto

The announced job offer is made public by the firm: NPAworldwide Recruitment Network and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.

It is announced that they have a job offer at the category of Array and the jobs location is in the state of Ontario (ON) at the city Toronto, in the country CA - at this current ZipCode: M3C

The information residing in this page is not directly announced by our websites, we help users in the intent of finding the jobs they want and redirect them back to jobs8 for apropriate applying to any of the jobs listed on www.greenenergyjobsonline.com.

Job description:

Job Overview

The Customer Support Team is responsible for working with our clients IT teams to help, guide and provide support for complex production issues.

Description:

• Manage the day to day activities of the Customer Support Team
• Set goals and monitor goals for team members
• Hire, retain and develop team members
• Act as point of escalation for customers in all matters related to support
• Drive SLAs and KPIs defined for Support
• Build strong relationships with the SaaS Engineering team in order to resolve customer issues in a timely manner
• Meet with customers regularly to provide an overview of their support tickets as well as key
• Help driving support strategy including the definition of KPIs, tools, etc
• Create and Review dashboards in order to meet customer as well as internal reporting requirements
• Own customer escalated issues and drive them through to resolution
• Work with the Customer Support Dev Team to agree timelines for resolution and ensure internal delivery dates are in line with customer expectations
• Identify risks and issues and highlight them to the Director of Global Customer Support together with proposed mitigation strategies
• Develop and maintain internal technical and functional knowledge in order to accurately advise customers
• Work on ad-hoc projects that may be assigned to you
• Drive customer support procedures, policies and standards to improve customer experience metrics related to Support including overall satisfaction

Qualifications:

Requirements

• Experience working in a Technical Support environment
• 2+ years of people management experience
• Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
• Demonstrate Customer focus and empathy
• Strong analytical, problem solving and troubleshooting skills
• High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs
• Ability to maintain self-control and objectivity while defusing stressful customer situations
• Experience in one or more of the following areas would be an advantage:
• Experience in a Technical account management role
• Understanding of Operations Systems administration
• Understanding of TCP/IP, DNS, HTTP, Active Directory, IIS and other web and network technologies.
• Understanding of AWS Cloud Tech stack
• Basic knowledge of programming or scripting languages is an advantage

Why is This a Great Opportunity:

Global award-winning FinTech & RegTech success story growing rapidly across North America, Europe and Asia and has a $1.2 Billion valuation.