Technical Support Team Lead
Vancouver, BC, Canada
The Technical Support Team Lead will play an integral role in delivering outstanding support services to our customers.
We are looking for an individual who has 3+ years of experience as a Technical Support Analyst (TSA) and is highly organized, detailed orientated and proactive to enable our TSAs to maintain high levels of engagement with our customers and deliver an elevated level of service to drive customer satisfaction and loyalty.
As a Technical Support Team Lead you will be an advocate for the customer within Visier, coordinating resources between Product, Development, Data Management, Support, Onboarding & Delivery teams, Client Executives and other key stakeholders - while raising the level of product expertise and services within the Technical Support team.
What you'll be doing...
Conduct regular 1:1 meetings with TSAs to provide coaching and mentoring around troubleshooting, problem-solving and best practices around issues and ticket management
Identify individual TSA knowledge gaps and create coaching and mentoring plans to help increase their skills in those areas
Be aware of upcoming changes, new features and product releases and create/coordinate TS advanced training and knowledge transfer
Identify key support issues and action to optimize and or automate, constantly improving the way we deliver support
New hire training and ongoing review of the new hire program for continuous improvement
Documentation - be a champion for knowledge sharing, process improvements, training, etc.
Help to measure and improve key performance indicators (KPIs) including support ticket backlog, ageing cases, first contact resolution, days to resolution, among others
Manage customer escalations and engage the appropriate internal stakeholders to respond
Act as a conduit between our customers and our development team by translating customer needs into actionable feedback for our developers
Monitor ticket priority and ensure the team is responding to high priority tickets swiftly
Review ticket loads of each TSA to help distribute more evenly where needed as well as directing certain issue types to help with training
Carry up to 20% of TSA responsibilities to understand first hand the types of issues the TSAs are working on
Being part of the on-call rotation schedule
Participate in hiring within our department as we grow
What you'll bring to the table...
3+ years’ experience in a support role in a SaaS organization working with enterprise clients
Bachelor’s degree in Computer Science or a related field
Strong familiarity with Analytics, Business Intelligence or data warehousing techniques
Previous experience with a multi-dimensional analytic solution
Knowledge of data and database management systems, with SQL language skills
Ability to match client business requirements with product capabilities
Excellent verbal and written communication skills
Strong analytical and problem-solving skills
Excellent organizational and time management skills
Team player that builds positive relationships with other team members
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