Support Queue Manager

2 weeks ago

Toronto, Ontario, Canada Volante Systems Full time
Volanté is an Enterprise Point-of-Sale company that prides itself on developing leading-edge hospitality technology.

What began as a three-person basement project has developed into an industry-leading POS system with a team of over 100 employees in its Toronto, Ontario-based office.

Volanté's point of sale software has evolved based on customer requests and requirements, and has continuously demonstrated its ability to be flexible, scalable, and reliable in diverse environments.

With a never-ending thirst for innovation and an increased workload, we're calling on North America's top tech talent to join the family_

  • As a Support Queue Manager, part of our Technical Support Team, you will be responsible for queue management of the incoming cases from customers through various channels. You have excellent skills in customer case queue management and internal team coordination. You will have an opportunity to positively impact the Customer CSAT experience by effective case distribution, reducing customer wait time, and helping prevent customer escalation._
  • Ideally, you have worked in a 24x7 environment, handled the case and support queue/workflow management, worked with enterprise customers directly, been on shifts, have used enterprise case management and distribution tools like ZOHO Desk and/or similar CRMs._

What You'll Be Doing:

  • Be responsible for ensuring that the Quality of support provided through different levels of Support Tiers is excellent
  • Monitor case queues, assign cases to appropriate resources, and help ensure Service Level Agreements (SLAs) are maintained
  • Use Teams and/or other internal communication methods to coordinate case assignments and handoffs with Technical Support Managers and different support tiers
  • Keep track of cases to ensure they are within Service Level Agreement (SLAs) for follow up response
  • Respond to inquiries from internal teams relating to customer issues and their status of resolution
  • Observe and report potential repeated incidents in a short time span to alert appropriate teams/stakeholders to take action.
  • Perform triage and housekeeping activities to ensure proper tracking of related incidents when declared
  • Be a backup to monitor escalations partnering with the Technical Support Management team.
  • Daily updates on the status of KPIs
  • Collaborating with crossfunctional teams, implementing best practices, and maintaining high customer satisfaction levels
  • Continuously improve Support Procedure, and ticket documentation to enhance reports and user experience.

What We're Looking For:

  • Degree in Computers/Technical Business Management or equivalent discipline
  • 2+ years' experience in Customer Support Queue Management or a similar function in a customerfacing role
  • General customer service experience with external facing customers
  • Excellent verbal and written communication skills in English with attention to detail. This includes skill in communicating the urgency and customer impact with ease to internal teams to help drive faster case resolution.
  • Strong teamwork is required to work in a fast paced and highly collaborative support environment
  • A thirst for information and the ability to utilize a variety of resources, including search engines, websites, and internal resources, and research customer requests with the goal of optimally assigning out cases based on criticality, business impact, etc.
  • Familiarity with support metrics like Initial Response (IR), SLA, SLO, CSAT, NPS
  • A keen eye for process improvement toward improved Customer Experience
  • Exposure to PointofSale Products and industry
  • We are dedicated to fostering a diverse, equitable, and inclusive workplace. We believe that diversity in all its forms is a source of strength and innovation, and we are committed to creating an environment where all employees can thrive._

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