Technical Support Team Lead – Canada

Job description details

Intro

Join us in Montréal as a Technical Support Team Lead (m/f/d) and take charge of a skilled team within a fast-paced global 24/7 operation. If you’re passionate about delivering top-notch customer service, driving team success, and solving technical challenges, this full-time role is made for you. Step up, lead with impact, and grow your career with us!

Your Job

• You manage the Technical Support team in Canada, forming part of a global 24/7 operation.
• You ensure availability and excellent levels of customer service throughout the team.
• You supervise the day-to-day operations and keep a close look at team KPIs.
• You invest into the individual development of the Technical Support team members, identifying career paths for key players and the need for further training where necessary.
• You oversee high temperature tickets and incidents and pro-actively step in when necessary, involving the right audience while maintaining close contact with high level partners.
• You are in regular liaison with other areas of the business (Software Development, Account Management, Pre-sales and R&D) to ensure that issues are dealt with in a timely fashion.

Your Profile

• You have a technical Degree (BAC/DEC) in a technology discipline and/or an equivalent combination of education and more than 2 years of experience in leading a support team in a multi-site organization.
• You are familiar with SMTP, email systems (e.g. Exchange, Exim, Postfix), Linux/Unix and Scripting (e.g. Bash, Python).
• You have a general understanding of the TCP/IP stack.
• You can manage the workload of a team based on priority.
• You have solid trouble shooting skills and a rational approach to problem solving, especially in unknown situations.
• You have the ability to work under pressure and you are committed to delivering results that will benefit customer support recognition.
• You are able to take initiative while also being an excellent team player.
• As the ideal candidate you will gain strong leadership in the department by adding a positive attitude and creating a motivated atmosphere.
• You have excellent communication skills.
• You are fluent in French and English, both written and verbal. Any other language is a plus.
• You are highly motivated, customer oriented and an organized people manager.

Your Benefits

• Free space for innovation and independent action in a fast-growing international company.
• Personal and professional development opportunities.
• Short decision paths and flat hierarchies in an open work atmosphere.
• Home-Office Option and flexible working hours.
• Additional Sick Leave & Public Holidays.
• Collective Insurance Plan.
• Way to Work Goodie.
• Be-Active Bonus – we’ll keep you healthy with an allowance to your membership in fitness and sports clubs.
• Temporary Employee Exchange Program – we provide the ability for you to work at our global office locations and explore the world (e.g. Malta, Madrid, Berlin, Washington D.C.).
• Team events and regular global update meetings.

Your application form