- Oversee and support process by reviewing daily transactions on performance parameters
- Review performance dashboard and the scores for the team
- Support the team in improving performance parameters by providing technical support and process guidance
- Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
- Ensure standard processes and procedures are followed to resolve all client queries
- Resolve client queries as per the SLA's defined in the contract
- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by monitoring compliance with service agreements
- Review performance dashboard and the scores for the team
- Handle technical escalations through effective diagnosis and troubleshooting of client queries
- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
- If unable to resolve the issues, timely escalate the issues to TA & SES
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA's
- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
- Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Mentor and guide Production Specialists on improving technical knowledge
- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
- Develop and conduct trainings (Triages) within products for production specialist as per target
- Inform client about the triages being conducted
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Identify and document most common problems and recommend appropriate resolutions to the team
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
- Mentor and guide Production Specialists on improving technical knowledge
- Process Knowledge - Knowledge of assigned process, tools and systems - Competent
- Domain Knowledge
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Stakeholder Management
- Client (Internal) Centricity
- Effective Communication
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Technical Lead
Found in: Appcast CA C2 A - 23 hours ago
Tundra Technical Solutions Toronto, CanadaPosition Title: Backend Tech Lead · Location: Downtown Toronto (Hybrid – 3 days per week) · Duration: 6 months extendable · Requirements:Over 5 years of team lead experience. · Leading the development of Spring Boot-based applications, including design, implementation, testing, a ...
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Technical Lead
Found in: Appcast CA C2 A - 29 minutes ago
The Select Group Toronto, CanadaPosition: Technical Lead · Terms: 6-month contract w/possible extensions · Work location: 4 days per week remote, 1 day per week on-site · Interview process: 2 MS TEAMS interviews · Start date: May 1st 2024 · Must Have: · 5 years of overall professional experience · a technical b ...
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Technical Lead
Found in: Appcast CA C2 A - 2 days ago
Fundserv Toronto, CanadaAbout Fundserv · Fundserv has been the indispensable hub for the Canadian investment industry for over 30 years, connecting manufacturers, distributors, intermediaries, and service providers to build solutions that simplify business interactions and promote innovation in the indu ...
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Technical Lead
Found in: Jooble CA O C2 - 2 days ago
IBM Computing Ontario, Canada Full timeIBM Workday Technical Lead (Top Secret Clearance) in Washington , District Of Columbia · A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. · including Software and Red Hat. · Curiosity and a constant quest fo ...
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Technical Lead
Found in: Jooble CA O C2 - 2 days ago
Nexxt Intelligence Inc. Toronto, ON, CanadaNexxt Intelligence is an innovative technology company disrupting the market research industry with conversational AI. We're at the cutting-edge of natural language processing and generative AI, empowering market researchers to find rich business insights through our AI-powered p ...
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Technical Lead
Found in: Jooble CA O C2 - 2 days ago
Bank of Montreal Toronto, ON, Canada Full timeApply locations Toronto, ON, CAN time type Full time posted on Posted 3 Days Ago job requisition id R Application Deadline: · Technology Drives the overall software development lifecycle including working across functional teams to transform requirements into features, managing ...
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Technical Lead
Found in: Talent CA C2 - 4 days ago
Quantexa Toronto, Canada Full timeFounded in 2016 with only a handful of individuals, Quantexa was built with a purpose that through a greater understanding of context, better decisions can be made. 7 years, 15 locations and 650+ employees later we still believe that today. We connect the dots within our customer ...
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Technical Lead
Found in: Talent CA C2 - 2 days ago
Canadian Institute for Health Information Toronto, Canada ContractAt CIHI, we recognize what matters to our employees. · Some of the benefits of working at CIHI include HOOPP Pension Plan (Defined Benefits Pension) · Retirement Planning Program · Generous vacation days for permanent and long-term contracts · Work-life balance · Career Planning ...
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Technical Lead
Found in: Talent CA C2 - 2 days ago
Quantexa Toronto, Canada Full timeFounded in 2016 with only a handful of individuals, Quantexa was built with a purpose that through a greater understanding of context, better decisions can be made. 8 years, 15 locations and 700+ employees later we still believe that today. We connect the dots within our customer ...
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Technical lead
Found in: beBee S2 CA - 4 weeks ago
MinuteSkill Toronto, Canada Full timeDeveloping and maintaining the code for the application. · Managing the database and all datasets from the application. · Ensure positive customer reviews. · Solve bugs and IT issues as the occur. · Manage IT customer. · MinuteSkill focuses on Social Media, Education, and Mobile ...
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Javascript Technical Lead
Found in: Jooble CA O C2 - 2 days ago
Accor Hotels Ajax, ON, CanadaCompany Description · Bienvenue chez ACCOR, groupe hôtelier, leader dans le secteur de l'hospitalité. · Nous sommes un écosystème de 40 marques dans 110 pays, de talents et de solutions, prêts à s'engager dans les possibilités infinies de l'avenir. Accor vous propose une nouvel ...
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Technical Lead, Java
Found in: Appcast CA C2 A - 20 hours ago
Canadian Institute for Health Information (CIHI) Toronto, CanadaWho we are · We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential informatio ...
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Senior Technical Lead
Found in: Appcast CA C2 A - 2 days ago
Randstad Digital Toronto, CanadaSenior Technical Lead – Java, contract position, 6months initial contract · Number of openings 1 · work location Toronto ON · Must be eligible to work in Canada · Hybrid position, 1-2days/week onsite in Toronto, may change later on · Must skills: · • 8+yrs years Core Java experie ...
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Salesforce Technical Lead
Found in: Appcast CA C2 A - 2 days ago
Jobility Talent Solutions (formerly Samiti Technology) Toronto, CanadaOur direct financial client is looking for Salesforce Technical Lead in Toronto, ON. Please find the job description below. · Role : Salesforce Solution Architect/Technical Architect/Technical Lead · Location:Toronto, ON or Montreal (Hybrid) · Duration: 12 Months + (long term p ...
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REMOTE - Technical Lead
Found in: Jooble CA O C2 - 2 days ago
LGBT Great Toronto, ON, CanadaWe connect the dots within our customers data using dynamic entity resolution and advanced network analytics to create context, empowering businesses to see the bigger picture and drive real value from their data. · Due to the continuous success and high demand from our customer ...
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Technical Data Lead
Found in: Jooble CA O C2 - 2 days ago
Cosmetics Business Ltd. Toronto, ON, CanadaDo you love consumer insights, technical breakthroughs and compelling product stories? · A global leader in colour cosmetic and personal care product development and manufacturing is seeking an experienced Technical Lead to join their cosmetic powders lab. The Research and Innova ...
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Technical Delivery Lead
Found in: Jooble CA O C2 - 2 days ago
Capco Toronto, ON, CanadaTechnical Delivery Lead · Capco – The Future. Now. · Capco is a distinctly and positively different place to work. Much more than consultants, we are active participants in the global financial services industry. Our passionate business and technology professionals enjoy a uniq ...
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Azure Technical Lead
Found in: Appcast CA C2 A - 1 day ago
Tata Consultancy Services Toronto, CanadaAbout TCS · TCS operates on a global scale, with a diverse talent base of more than 600,000 associates representing 153 nationalities across 55 countries. TCS has been recognized as a Global Top Employer by the Top Employers Institute - one of only eight companies worldwide to ha ...
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Technical Delivery Lead
Found in: Talent CA C2 - 1 day ago
CAPCO Toronto, CanadaTechnical Delivery Lead · at Capco Canada - Toronto Technical Delivery Lead · Capco – The Future. Now. · Capco is a distinctly and positively different place to work. Much more than consultants, we are active participants in the global financial services industry. Our passi ...
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ERP Technical Lead
Found in: Talent CA C2 - 4 days ago
Harland & Wolff Toronto, Canada Full time PermanentJob Purpose · Digital Transformation is a core element of Harland & Wolff. In order to realise the digital ambitions within our business we are looking to strengthen our internal digital capabilities. We are looking for a pro-active, self-motivated, and collaborative individual ...
Technical Lead - Toronto, Canada - Maarut Inc
Description
Requirements
Functional Competencies/ SkillBehavioral Competencies