Technical Support Team Lead - St-Bruno-de-Montarville, Canada - ISAAC Instruments

Description

At ISAAC you'll find a culture of people who are passionate about providing exciting new solutions for the transportation industry. As Technical Support leader, you will ensure your team delivers an effortless experience to clients in matters of technical support, while fostering a caring relationship. You'll lead technical support operations, guide Technical Specialists' professional growth, monitor performance, and drive continuous improvement. Your benevolent leadership supports a team culture where colleagues are aligned with ISAAC'S mission and feel like they belong as they thrive, resulting in efficiency and client loyalty.

Responsibilities

• Integrate client feedback to drive continuous improvement in service delivery to improve the overall effortless client experience
• Execute strategies, policies, and procedures to ensure clients receive quality, cost-effective services and an effortless experience
• Swiftly address client concerns and issues with empathy and efficiency to help solve problems and achieve business goals
• Be the escalation point of contact, in conjunction with technical support, for the clients and various departments within ISAAC, and ensure follow-up with stakeholders
• Actively lead a dynamic team of Technical Support Specialists (work schedules, replacements, weekly individual meeting, twice-daily tour of the floor, etc.
• Ensure execution and continuous improvements of internal tools and procedures to increase service efficiency and scalability
• Cultivate fun at work by regularly organizing entertaining activities for the team
• Implement ongoing training programs to ensure team members master information about our products, services, procedures, and clients
• Participate in the recruitment, development, and succession planning of group colleagues, while continuously seeking new talent to join the team
• Set clear goals, provide regular feedback during one-on-one and periodical performance reviews (appreciations)
• Foster a culture of communication, continuous learning, collaboration, innovation, and knowledge sharing among team members
• Ensure team members respect our service level agreements (SLAs) with clients) and set up KPIs
• Perform weekly quality analysis of calls and tickets according to the pre-established standards and provide coaching to team members to improve service level
• Align with ISAAC's mission and collaborate effectively to achieve it, balancing organizational and personal needs.
• Demonstrate openness, flexibility, creativity, and grit while upholding ISAAC standards and overcoming challenges.
• Continuously improve skills and provide quality service to build loyalty to ISAAC's culture and brand.
• Show genuine care and authenticity to colleagues and clients while radiating ISAAC's values.

Qualifications

• University degree in administration or management or equivalent
• Over 3 years' experience in a similar role or within the company
• Proficiency in MS Office suite
• Excellent client approach based on respect and attention to detail
• Rigor and autonomy
• Organization and prioritization with excellent communication skills
• Ability to occasionally work on weekends
• Fluent in English and French