Technical Support Manager – Fully Remote ***Completed***
Our client is an intranet SaaS platform that helps employees at organizations around the world share knowledge, stay informed, and feel connected. Their vision is to make every great company the best place to work.
We are looking for a leader who's ready to redefine their technical support function. The best fit candidate will not only be technically skilled; but also be a mentor, a guide, and a strategist.
Responsibilities:
Team leadership. Cultivate and mentor our technical support specialists, fostering growth and expertise.
Training and development. Conduct training sessions to enhance our support team's technical expertise, product knowledge, and service skills.
Customer advocacy. Represent and champion our customers
Process and quality improvement. Continually refine our support processes for peak efficiency while prioritizing customer joy.
Implement quality checks to ensure our team consistently delivers stellar support.
Customer issue management. Manage complex escalated customer issues, ensuring they're resolved quickly and surpass our service level agreements (SLAs).
Inter-departmental collaboration: Work with other departments to create a consistent and cohesive customer experience.
Data-driven insights. Use analytics and customer feedback to identify trends and enhance our support strategy.
After hours support. We aim to minimize after-hours issues, but when things do go wrong, you'll be part of the on-call team during off-hours incidents.
Reporting. Craft insightful reports on team performance and customer satisfaction for management.
Requirements:
Bachelor's degree (or equivalent work experience) in Computer Science, IT, or a related field.
Experience in a technical support leadership role, preferably in a fast-paced SaaS environment.
Strong technical background in software, hardware, and networking, with expertise in Microsoft server technologies—including Active Directory, Azure AD, SQL Server, and IIS.
A proven track record of high customer satisfaction.
Excellent customer and team communication skills, both written and verbal.
Strong analytical and problem-solving skills to address complex technical issues and provide innovative solutions.
Demonstrated ability to lead and inspire a team, foster a positive work environment, and drive results.
This is a company awarded for being a great place to work, with a collaborative culture and available and accessible leadership.
Contact: Amanda Du Toit amanda@corporate.bc.ca