Technical Support Lead - North Vancouver, Canada - Intranet Connections

Intranet Connections

Verified Company

North Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

As an essential member of the
Customer Experience Team at IC, this is one exciting opportunity It's also a fantastic career launcher to several pathways.

IC focuses on customer centricity and works hard to connect people with the tools and resources they need to be successful in their job, to connect with each other, with their organization and drive productive and engaged workplaces. We are looking for an exceptional person to contribute to that success.

What do we expect from you? It all comes down to helping people. Check it out...

Role and Responsibilities

1.

Help Desk Success Factors:

Solve up to 150 customer tickets monthly within 90 days
Ensure 100% of contacts & contact details are accurate in ZenDesk & Salesforce
First response to all tickets within 2 business hours
Achieve 98% or higher customer satisfaction rating
Work to solve tickets within or better than SLA
Answer incoming support calls to support 100% customer connection rate
Categorize tickets accurately to support reporting & insights
Proactively communicate on all tickets to ensure they are touched at least weekly
Conduct screen sharing sessions to troubleshoot and clarify STR
Share hot fixes delivered by dev to customers same day and confirm success
Escalate tickets to senior/dev team members appropriately
Produce short video walkthroughs to aid clients

2.

Help Center Success Factors:

Share article resources with contextual guidance on 90% of "How To" tickets
Update or produce a few articles weekly to maintain current documentation or fill gaps
Replace product imagery and descriptions as appropriate with each product release
Communicate announcements such as office hours or holidays weeks ahead
Publish important announcements such as technical/security alerts in a timely fashion

3.

Help Team Success Factors:

Replicate reported defects internally in your own environment
Log validated defects with clear STR to Jira for dev
Collect detailed feature enhancement information for all customer requests
Identify and refer customers to CX that have larger intranet project initiatives or needs planned or underway

4. Leadership

35 years past management experience
Lead a team that focuses on clearly providing and showcasing our value as a partner to our customers
Develop the client success and support teams with relevant training to achieve skill development within the department and career advancement beyond current roles
Coach customers and team members to become product experts, building confidence and providing greater selfserve resources
Increase awareness of IC by actively participating in online and offline communities (particularly LinkedIn, software review sites, associations, groups or local/user events)

IC has been helping connect people at work for over 20 years. We have an established intranet software, a diverse customer base, with over 100,000 active users served globally across 20 different industries, including many recognizable brands. More recently we've established a broader IC platform focused on internal comms that brings multi-channel messaging, plus education & tools to support. We take pride in our work and relentlessly pursue making a real difference, for our customers and for our team.

The IC advantage: