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Global Technical Support Manager

3 months ago

Québec, Quebec, Canada Web Hosting Canada Full time
Answering to the Director of Operations & Finance, the Global Technical Support Manager will be tasked with ensuring that all of WHC's customer support teams worldwide are delivering effective, timely and high quality technical support to Canadian entrepreneurs in French and English, 24/7.
You will make a difference by
- Managing multiple technical support teams in different regions and timezones
- Managing the work of the technical support Team Leads
- Improving and optimizing the technical support processes, flows and documentation
- Setting and enforcing a high standard for technical support quality and productivity
- Facilitating the hiring, training, coaching and professional development of your teams

Who you are
- You are a seasoned and effective leader
- You are highly technical
- You are hands-on and results-oriented
- You are an entrepreneur at heart
- You are an excellent communicator with solid interpersonal skills

Qualifications
- Bachelor's degree in a technical field or equivalent
- 2+ years of experience in a leadership role
- 5+ years of experience in a technical field, with at least 2+ years in the web hosting (or related) industry
- Fluent in English and French (written and spoken)

This is a contractor role with a fixed 2-year mandate.

Relevant du Directeur des Opérations et des Finances, le Responsable du Soutien Technique Global veillera à ce que toutes nos équipes de soutien à travers le monde offrent un service efficace, ponctuel et de qualité supérieure aux clients de WHC, tant en français qu'en anglais, et ce 24/7.

**Vous ferez une difference en**: - Dirigeant plusieurs équipes de soutien technique de différentes régions et fuseaux horaires
- Gérant le travail des Chefs d'équipe du soutien technique
- Améliorant et optimisant les processus, le déroulement et la documentation du soutien technique
- Établissant et appliquant un haut niveau de qualité et de productivité du soutien technique
- Facilitant le recrutement, la formation, l'encadrement et le développement professionnel de vos équipes

**Qui vous êtes**: - Vous êtes un leader efficace et expérimenté
- Vous avez de solides compétences techniques
- Vous êtes pragmatique et axé sur les résultats
- Vous êtes un véritable entrepreneur dans l'âme
- Vous êtes un excellent communicateur doté de bonnes compétences interpersonnelles

Qualifications
- Baccalauréat spécialisé dans un secteur technique ou équivalent
- 2+ ans d'expérience en tant que leader
- 5+ ans d'expérience dans un secteur technique, dont 2+ ans en hébergement web (ou connexe).
- Maîtrise de l'anglais et du français (écrit et oral)

Ce poste est contractuel avec un mandat fixe de 2 ans.