Bilingual Technical Support Supervisor - Montréal, Canada - Beanfield Metroconnect

Description

Our company
We are about building communities, not just networks. We believe that people are at the heart of everything we do. We're committed to making life better for our customers, our employees, and the communities where we live and work. Founded in the underserved Toronto neighbourhood of Liberty Village, we've always understood the importance of connection.

That's why we committed ourselves to building a fibre-optic network throughout the community and have continued to expand our network ever since.

For 30+ years, we have been proud to build, own, and operate an extensive & robust fibre-optic network throughout Toronto & Montreal.

Now with 400+ employees, we continue to deploy our own construction, fibre splicing, installation, network operations and support teams. Our services are delivered to thousands of commercial and residential service addresses using Beanfield owned facilities.


Our Values

We Are Community:
People first, always. We build trust through empathy and honesty. We align around our collective purpose. We are service of the whole. We are stronger together than we could ever be alone. When we show up for each other, we can create anything. Being in community is what gives us purpose and meaning.


We Are Different:
We know who we are and are creating our own destiny. We see the world differently. We explore. We are curious. We go first and do what others haven't done before. By thinking differently, we build better.


We Cherish Momentum:
Momentum is more than just being busy or ticking items off our to-do list.

It's about nurturing our ideas, creating rituals and routines that align with our priorities, and staying optimistic in the face of setbacks.

It's about feeling in control and being confident that we can find solutions to whatever problems come our way.


Position Summary:

The purpose of the role is to supervise all aspects of the Technical Support team and processes. The Technical Support Supervisor reports to the Technical Support Manager and is responsible for ensuring all incoming technical inquiries are answered, enforcing quality, completing all assigned projects & tickets in a timely manner and ensuring health and safety guidelines are being followed


RESPONSIBILITIES:

• Responsible for the daytoday duties of the Technical Support team.
• Prioritize and assign work tasks accordingly.
• Manages daily ticket audits.
• Manages scheduling for TSRs ensuring coverage of shifts.
• Ensures the TSR's perform tasks, resolves technical issues as per company standards and provide an excellent customer experience.
• Ensures the TSR's are working efficiently and safely.
• Handles escalated TSR issues for Commercial customers.
• Keep TSR's up to date with all new process' and information regarding their role and the business.
• Review internal QA Scorecards.
• Ensure company standards are being followed and met.
• Responsible for Employee Relations of the Technical Support team, including but not limited to training, personal development, assisting with setting team and personal performance goals, coaching/ mentoring.
• Providing accurate and updated reports as requested (daily, weekly, monthly etc.);
• Monitoring tickets and verifying correct information is reported and updated on tickets.
• Provide feedback to Management on TSR's progress and any issues that may arise.

What are we looking for:

• Minimum CCNA Certification or higher
• Three year experience in a supervisory or leadership role.
• Five years of technical support experience within Telecommunications industry is preferred.
• 3 to 5 years of customer service and/or call centre experience.
• Knowledge of the Telecommunications Industry is a definite asset.
• Bilingual French and English is a must.
• Maintain current knowledge of industry trends, concepts, practices & procedures and the potential impact on the business.
• Strong leadership experience demonstrating: motivating, coaching and mentoring a technical team.
• Ability to work collaboratively with cross functional teams
• Effective time management skills with the ability to prioritize.
• Demonstrated decision making abilities.
• Ability to manage stressful situations in a fast paced demanding environment.
• Highly effective organizational skills.
• Ability to work rotational shifts.

Additional Notes:

**Must love dogs We have our very own office mascot - Beans