Junior Customer Technical Lead - Orangeville, Canada - FULLY MANAGED INC

FULLY MANAGED INC

Verified Company

Orangeville, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Fully Managed
Fully Managed is a leader in digital business transformation and managed services. As a ServiceNow Elite partner, we enable organizations to navigate and excel in the digital-first work world.

Our mission is #CreatingPeaceOfMind through better IT, customer and employee experiences to make work flow We eat, sleep, and breathe our core five values:

Fanatical Service
Absolute Accountability
Inspiring our People
Passion for Innovation
Monomaniacal about Process

We are a team, a family, and a group of world class collaborators who also have A LOT of fun together.

Why Fully Managed:

We don't want to fill jobs; we want to partner with you throughout their career journey by providing:

career growth and professional development by sponsoring your ServiceNow Certifications

- the technology you need to enhance your daily work,
- a team of like-minded professionals without ego that help each other grow and flourish
- a comprehensive benefit package, and
- paid time off.

We recognize that everyone has a life outside of work and show our commitment by offering:

remote work environment,

- flexible hours, and a
- fitness subsidy.

Key areas of responsibility

The Customer Technical Leads (CTLs) primary mission is to be the advocate in front of the client for the quality of Fully Managed's customer service delivery for each and every service that Fully Managed contracted with the client; such services might include Digital Enterprise (Enterprise Service Desk, ServiceNow licensed platform and managed services), Digital Business (cloud, networking, security) and Digital Health.

The service delivery quality will ensure higher customer satisfaction, long term customer retention, expanded business volumes and higher profit margins.

These metrics are used to determine the key goals for the CTL performance assessment.

To ensure seamless execution of our service delivery strategy, the CTL are coordinating and interacting with multiple specialized resources:

-
Account Executives and Account Managers - determining the customer technical strategy and supporting the ongoing relationship and communications
-
vCIO to ensure the client operates with the best possible technical platform to minimize and prevent future technical problems, and drive continuous innovation
-
Level 1 service desk agents, missioned to receive customer requests (incidents, queries), prepare and triage the ticket, on a 24 x 7 window, and leveraging a multi-channel approach (voice, mail, chat, self help portals, virtual agent)
-
Tier 1 service specialists, a first line of ticket resolution experts, close to the client and designed to operate with speed and quality
-
Service Practices - highly specialized service delivery units for the fulfilment of complex tasks and requirements. These units include service delivery managers and
Tier 2-3 resources, available for support and escalations
-
Field service personnel, for customer service requests that should be fulfilled on site

CTL are also tasked with working together with the Tier 1 service specialist technicians who are responsible for our working on incidents and service requests from our clients.

The Tier 1 resources report to the same Service Delivery Manager, to ensure proper synergy in service delivery.

CTLs are attending client facing meetings, managing client support relationships, and review to catch root cause issues and streamline the customer experience.

Our CTLs are not only great leaders and adept customer service machines, they are also technically savy.

They will act as an escalation point for the support team consisting of Tier 1 and 2 technicians and field services.

Their mission includes:

Oversee the tickets dispatch (managed by dispatchers), helping manage their client's tickets (fast track or VIP tickets), and ensuring other team leads and departments are engaged as required to meet client expectations and requests prioritization;
Take a lead role in incident management and collaborate with the teams, both internal and external, to resolve client outages;
Ensure timely resolutions to client support tickets such as service tickets, monitoring tickets, proactive tickets, and other related tickets as required;
Provide day to day support for Tier 1 Service Specialists and Support Technicians;
Work with the Tier 23 team in the Service Practices and others as required to provide regular audits of client environments to ensure we provide the best support experience, to ensure client documentation and SOPs are accurate, and to proactively identify potential issues;
In partnership with the Account Management team, conduct regular client facing meetings to discuss service delivery, maintenance, and other client facing activities;
Support quality of service audits that are normally handled by the SDMs. Follow up to an escalation or to determine if there is an improvement needed to an SOP or othe