Technical Support Manager

Job description

Technical Support Manager

ID #:         78JR101822TSM

Location:  Ottawa, ON Canada

Hybrid:     3 days/week

Term:        Permanent


High Tech Genesis is looking for a Technical Support Manager will be leading a team of Level 1-3 tech support specialists.


Roles and responsibilities:

  1. Manage day to day support issues of the Customer Service team by ensuring resources are appropriately balanced for maximum efficiency.
  2. Help the team to prioritize external and internal client requests and issues and seek out opportunities to delineate and communicate effectively.
  3. Facilitate team problem solving when escalations occur and be the decision maker in critical situations.
  4. Interface clearly, consistently, and often with R&D and sales in the organization to ensure the role of the customer service team evolves as product updates, releases and initiatives are planned.

Requirements

  • 5+ years of management experience
  • Strong background in customer support
  • Experience in manager roles with recruitment, selection, hiring, employee engagement and performance reviews
  • Excellent writing, editing, communication and interpersonal skills required
  • Proficient PC skills and related software applications

Desired skills:

High competence in web systems, preferably experience in data reporting

Provided customer support on IP video/CCTV technology