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    Epic Technical Director - Toronto, ON, Canada - ContactMonkey

    ContactMonkey
    ContactMonkey Toronto, ON, Canada

    1 week ago

    Default job background
    Part time
    Description

    Proudly Toronto based, we have been helping businesses boost growth and productivity through their internal communications all around the world.

    Today, brands such as Rogers, IKEA and KPMG use our powerful tech stack to create, send, and track HTML email within Outlook or Gmail.

    ContactMonkey is on the lookout for a Head of Technical Support to build and nurture our technical support function.

    You will leverage customer-facing experiences and be responsible for researching and implementing solutions to prevent or mitigate customer issues through a combination of proactive support and monitoring.

    You will partner with our Sales, CS, product and other cross-functional teams to provide the highest level of support and subject matter expertise to our strategic accounts.

    Leading our team of Technical Support Representatives
    Provide technical solutions and respond to technical requests from customers
    Manage and resolve support issues with a high degree of technical complexity
    Improve efficiencies by documenting and standardizing support processes along with capturing or developing best practices
    Develop tools that will help in diagnosing, resolving, and triaging hard-to-get-at problems
    Document knowledge in the form of incident notes, technical articles, and contributions to knowledge bases or forums within specific areas of expertise
    Facilitate ongoing retrospectives to relay lessons learned and feedback internally to our other client-facing and technical teams
    Ability to commute to our beautiful DT Toronto office 1-2 times per week
    ~3-10 years of experience in a Technical Support role focused on large scale enterprise customers
    ~2-5 years of leadership experience, including hiring, onboarding and growing a technical team from the ground up
    ~ Experiencing building a Technical Support systems from scratch
    ~ Clear communicator, both verbally and in writing, and you enjoy explaining things to others
    ~ Strong communication skills and the ability to interface with both technical and non-technical individuals as needed
    ~ You have previous experience working closely with other technical teams. Perhaps you've provided support for a technical product or worked in QA

    Experience with Exchange Online, Microsoft Office 365, G Suite, Azure AD, and Zendesk

    Comprehensive benefits program (health & dental)
    Downtown Toronto office for a change of workspace routine

    ContactMonkey does not discriminate in hiring or terms and conditions of employment because of an individual's race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

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