Technical Support Team Lead
4 weeks ago
At ISAAC you’ll find a culture of people who are passionate about providing exciting new solutions for the transportation industry. As Technical Support leader, you will ensure your team delivers an effortless experience to clients in matters of technical support, while fostering a caring relationship. You'll lead technical support operations, guide Technical Specialists' professional growth, monitor performance, and drive continuous improvement. Your benevolent leadership supports a team culture where colleagues are aligned with ISAAC’S mission and feel like they belong as they thrive, resulting in efficiency and client loyalty.
Responsibilities
- Integrate client feedback to drive continuous improvement in service delivery to improve the overall effortless client experience
- Execute strategies, policies, and procedures to ensure clients receive quality, cost-effective services and an effortless experience
- Swiftly address client concerns and issues with empathy and efficiency to help solve problems and achieve business goals
- Be the escalation point of contact, in conjunction with technical support, for the clients and various departments within ISAAC, and ensure follow-up with stakeholders
- Actively lead a dynamic team of Technical Support Specialists (work schedules, replacements, weekly individual meeting, twice-daily tour of the floor, etc.
- Ensure execution and continuous improvements of internal tools and procedures to increase service efficiency and scalability
- Cultivate fun at work by regularly organizing entertaining activities for the team
- Implement ongoing training programs to ensure team members master information about our products, services, procedures, and clients
- Participate in the recruitment, development, and succession planning of group colleagues, while continuously seeking new talent to join the team
- Set clear goals, provide regular feedback during one-on-one and periodical performance reviews (appreciations)
- Foster a culture of communication, continuous learning, collaboration, innovation, and knowledge sharing among team members
- Ensure team members respect our service level agreements (SLAs) with clients) and set up KPIs
- Perform weekly quality analysis of calls and tickets according to the pre-established standards and provide coaching to team members to improve service level
- Align with ISAAC's mission and collaborate effectively to achieve it, balancing organizational and personal needs.
- Demonstrate openness, flexibility, creativity, and grit while upholding ISAAC standards and overcoming challenges.
- Continuously improve skills and provide quality service to build loyalty to ISAAC's culture and brand.
- Show genuine care and authenticity to colleagues and clients while radiating ISAAC’s values.
Qualifications
- University degree in administration or management or equivalent
- Over 3 years' experience in a similar role or within the company
- Proficiency in MS Office suite
- Excellent client approach based on respect and attention to detail
- Rigor and autonomy
- Organization and prioritization with excellent communication skills
- Ability to occasionally work on weekends
- Fluent in English and French
-
Team lead développement produits électroniques
2 weeks ago
St-Bruno-de-Montarville, Canada Kynze Full timeKynze est une petite entreprise d'ingénierie électronique et logicielle en pleine croissance. Elle se spécialise dans l'intégration de capteurs connectés complexes fonctionnant dans des environnements critiques en termes de sécurité et de performance. Kynze réalise également l'intégration de ces capteurs dans les applications finales des clients.Le...
-
Technical Trainer
4 weeks ago
Saint-Bruno-de-Montarville, Canada ALSTOM Full timeReq ID:425720 Leading societies to a low-carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorails, and trams to integrated systems, customized services, infrastructure, signalling and digital mobility...
-
Locomotive Métier Lead
4 weeks ago
Saint-Bruno-de-Montarville, Canada ALSTOM Full timeReq ID:410740 Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility...
-
Team Lead, Network Infrastructure
4 weeks ago
St. Albert, Canada Alberta Gaming, Liquor and Cannabis Full time**Team Lead, Network Infrastructure** **ABOUT AGLC** Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust. **ABOUT INFORMATION TECHNOLOGIES** IT proudly...
-
Logistic Support Analysis
4 weeks ago
Saint-Bruno-de-Montarville, Canada ALSTOM Full timeReq ID:425371 Leading societies to a low-carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorails, and trams to integrated systems, customized services, infrastructure, signalling and digital mobility...
-
Technical Lead
4 weeks ago
Saint-Bruno-de-Montarville, Canada Epiq Machinery Full time2023-01-10 - Saint-Bruno - Full-time At EPIQ Machinery, we challenge the boundaries between being a technology company and a heavy equipment manufacturer by continually integrating new technologies into our equipment. A North American leader in the heavy industry of the aluminum and pulp and paper sectors, our talents are all proud to design and manufacture...
-
IT Support Specialist
4 weeks ago
St. Thomas, Canada Buckland Full time**Buckland** **Job Posting** **IT Support Specialist - Lead** **Organization Overview** For over 70 years Buckland has been working to help companies across the world experience global trade in a better way. Buckland employs a unique approach to global trade that focuses on combining trusted technologies and talented people that know how to use them. As a...
-
Logistic Support Analysis
20 hours ago
Saint-Bruno-de-Montarville, Canada ALSTOM Full timeReq ID:448078 At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80 000 colleagues lead the way to greener and smarter...
-
Technical Writer
4 days ago
Saint-Bruno-de-Montarville, Canada ALSTOM Full timeReq ID:409571 Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility...
-
Technical Support Specialist
4 weeks ago
St. John's, Canada PAL Aerospace Full timeAre you looking for an opportunity to join a company that allows you to combine your passion for learning with the chance to develop your skills and grow your career? Challenge, reward, and opportunity; PAL Aerospace is committed to offering them all. PAL Aerospace is a leader in the international aerospace and defense design, development, and...
-
Freight Team Supervisor- Overnight
4 weeks ago
Saint-Bruno-de-Montarville, Canada The Home Depot Canada Full time**Full time position/ 40 hours per week** **Monday to Friday : 21h00 to 5am** **Hourly rate: starting at 22.70$** **+ 10% Shift Premium (Overnight Roles)** Under the management of Department Supervisors, our Associates can flourish and reach their peak. They provide leadership by coaching, training, motivating and inspiring associates to perform at their...
-
Continuous Improvement Lead L2
6 days ago
Saint-Bruno-de-Montarville, Canada Cascades Full timeWelcome home!- At Cascades, sustainable development means respecting the true nature of our 10,000 talents. We put yourself first:- Work-life balance (work from home, flexible schedule)- - Group insurance and pension plan with company contributions- - Accessible gym space and/or financed sports activities- - Profit sharing plan twice a year- - Employee...
-
HR Technical Analyst
4 days ago
St. Albert, Canada Alberta Gaming, Liquor and Cannabis Full time**HR Technical Analyst** **ABOUT AGLC** Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust. **ABOUT HUMAN RESOURCES** Our friendly and proactive Human...
-
Information Systems Technical Advisor
4 days ago
St. John's, Canada Omega 365 Full timeNSB Omega is seeking a Information Systems Technical Advisor for our client in St. John's, NL The Client is seeking a Technical Advisor to work with the Information Systems team in providing specialized expertise and guidance related to technology. The Information Systems team supports the client in their day to day operations as well as large and small...
-
Client Support Supervisor
6 days ago
St. Marys, Canada Trouw Nutrition Full time**Trouw Nutrition is hiring**we’re looking to add a** Client Support Supervisor** to our team in **St. Mary’s, ON**. - Are you a natural leader with a passion for delivering exceptional customer support? Do you thrive in a fast-paced environment, leading a team to success? If so, we have an exciting opportunity for you to join Trouw Nutrition as a Client...
-
Saint-Bruno-de-Montarville, Canada Best Buy Full timeAre you passionate about working with people and technology? We are hiring immediately for a Store Technical Service Representative, which we call an In Store Service Agent 1. In this role, you will provide technical support to customers by understanding their needs and creating solutions. Join us and grow your career with our retail team as a Store...
-
Team Lead, St. Albert Centre
1 day ago
St. Albert, Canada Purdys Chocolatier Full timeCraving a dream job? Join one of Canada's Top Employers. Purdys Chocolatier is delighted to have been voted by our employees as one of Canada's Best Employers. This esteemed award is a testament to the rich texture of our history and our more than 115 years of dedication to quality, trus t, and supportive work environment. Job...
-
Team Lead, St. Albert Centre
7 days ago
St. Albert, Canada Purdys Chocolatier Full timeCraving a dream job? Join one of Canada's Top Employers. Purdys Chocolatier is delighted to have been voted by our employees as one of Canada's Best Employers. This esteemed award is a testament to the rich texture of our history and our more than 115 years of dedication to quality, trus t, and supportive work environment. Job...
-
Team Lead, St. Albert Centre
7 days ago
St. Albert, Canada Purdys Chocolatier Full timeCraving a dream job? Join one of Canada's Top Employers. Purdys Chocolatier is delighted to have been voted by our employees as one of Canada's Best Employers. This esteemed award is a testament to the rich texture of our history and our more than 115 years of dedication to quality, trus t, and supportive work environment. Job...
-
Team Lead, St. Albert Centre
7 days ago
St. Albert, Canada Purdys Chocolatier Full timeCraving a dream job? Join one of Canada's Top Employers. Purdys Chocolatier is delighted to have been voted by our employees as one of Canada's Best Employers. This esteemed award is a testament to the rich texture of our history and our more than 115 years of dedication to quality, trus t, and supportive work environment. Job...