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Job Description & How to Apply Below
Must have
- Advanced technical expertise in troubleshooting complex issues
- Comprehensive understanding of business logic and solutions within the Locate platform
- Proficiency in Back Office (BO) tools for diagnostics and data analysis
- Ability to address issues at both device and global levels, affecting multiple users or high-priority accounts
- Strong critical thinking and problem-solving skills for non-standard issues
- Capability to create scripts and documentation for streamlining resolutions
- Extensive knowledge in modifying packages, services, and configurations for customer needs
- Experience in providing leadership, guidance, and training to Technical Support Specialists
- Excellent communication skills for handling escalations and conveying diagnoses to customers
- Experience collaborating with cross-functional teams and providing regular updates to the Customer Success team
- Strong organizational skills to improve Tier 2 support processes and escalate cases appropriately
- Proven experience supervising billing processes and liaising with finance to resolve discrepancies
- Adaptability to changing priorities while effectively managing time and resources
- Attention to detail in analyzing reports for irregularities and ensuring compliance
- Continuous improvement mindset to review processes and suggest enhancements
- Diploma in IT, Electronics, or Engineering
- Knowledge of Spanish is a distinct advantage
- Address complex technical issues escalated beyond Tier 1 support
- Lead and supervise a team of 4-8 Tier 1 Technical Support Specialists
- Craft reusable diagnostic scripts and maintain reference runbooks for AI tools
- Handle operational tasks and contribute to ongoing projects aimed at enhancing support processes
- Populate reports detailing deactivations and issues for the Customer Experience Team
- Conduct training for Tier 1 representatives on new solutions and processes
- Analyze deactivation reports to identify anomalies and ensure policy compliance
- Collaborate with Finance on billing processes and ensure report accuracy
- Develop automation for repetitive tasks to increase efficiency
- Assist in product feature development by providing technical insights
- Utilize BO tools to extract and analyze data for troubleshooting
- Ensure accurate RMA procedures are followed during device testing
- Recommend process improvements based on data analysis
- Provide regular updates on team performance metrics and KPIs
- Facilitate the integration of feedback from Tier 1 representatives in product development discussions
We are a forward-thinking company dedicated to providing exceptional technical support to our customers. As a full-time Technical Support Team Lead, you will receive a competitive salary of $70,000 CAD annually, along with benefits such as dental care, extended health care, life insurance, and paid time off. Our workplace promotes collaboration, continuous improvement, and personal growth within a supportive team environment.
Our offices are located in Canada and Mexico, where we value every team member as a key contributor to our ongoing success.
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