Jobs

    Senior Manager and Manager - Canada - Miovision Technologies, Inc.

    Miovision Technologies, Inc.
    Miovision Technologies, Inc. Canada

    3 weeks ago

    Default job background
    Description
    We offer solutions that collect multimodal traffic data and uncover actionable insights, helping organizations get more out of their road network


    The result:

    streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking.

    Position Summary The Senior Manager of Customer Support is responsible for all aspects of Customer Technical Support services.

    The Senior Manager will provide leadership to our technical support teams, any new product requiring support and enhance tools, processes and services.

    In addition, they will be a trusted leader in our organization and drive customer experience improvements to grow and sustain outstanding customer support metrics and interactions.

    The Senior Manage r will work closely with all areas of the Business to turn customer first requirements into a reality.

    This is an exciting role in a fast-paced environment, providing an opportunity to oversee the highly valued Technical Customer Support team.

    Interface with Technical Architecture, Development and Product teams to troubleshoot/resolve/prevent production issues.

    Help to build and manage the Customer Support team; Aligning Support resources with internal teams to provide support for technical issues preventing customer success.

    Support the creation of new and existing Customer Support-driven programs.
    Knowledge-Centered Service, Technical Case Management reviews.
    Support and Manage service outages and technical escalations.
    Provide technical leadership within the Customer Support organization.
    Analyze service performance, identify bottlenecks and provide actionable improvement.
    Improve service availability and scalability through tuning, automation, tools, and processes.
    Improve service monitoring coverage, accuracy, and efficiency.
    Driving root cause analysis and resolution.
    Maintain and support cloud security compliance and ensure adherence to the respective policies and procedures.
    Create, maintain, and distribute project documents, including project plans, schedules, deliverables, and training.
    Strong ability to manage tasks, with excellent organizational skills
    Serve as a Customer advocate at Miovision to ensure customer satisfaction and that needs and requests are being taken care of (Offer world-class service to our customers)
    Recruit and retain top-level talent to scale the team while maintaining performance, quality, and best practices.
    Strong technical background with a proven ability to resolve highly complex incidents
    Proven ability to motivate and manage a team.
    Strong familiarity with Salesforce / Service cloud.
    Bachelor's Degree in Computer Science, Engineering, or relevant software/computer-related fields or experience
    ~10+ years of support experience, with at least five years in a management or leadership role
    ~ Demonstrated time management and critical thinking skills with an eye on continuous improvement.
    ~ Proven track record of being a software core user and experience with cross-functional teams
    ~ Strong Computer skills (I.e. MS Office, Google Suite and Atlassian Suite)
    ~ Solid understanding of Agile methodologies

    Basic understanding of software development life cycle, experience with software development, knowledge of programming languages, quality assurance, bug troubleshooting
    Knowledge of foreign languages is a plus.
    Experience with International Teams
    Experience with Business Process Outsourcing.

    Mio-Days :
    We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
    Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
    Internet subsidy and a remote work allowance
    Unlimited vacation policy
    Virtual fitness classes
    We are an equal opportunity employer and value diversity at our company.

    We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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