Technical Support Manager

6 months ago

Burnaby, Canada Cypress Solutions Inc Full time

Job description

The Opportunity

Cypress Solutions is seeking an experienced and motivated Technical Support

What You Will Do
- Lead and manage a team of technical support professionals, providing guidance, coaching, and performance feedback.
- Develop and implement strategies to enhance the efficiency and effectiveness of the technical support department.
- Collaborate with cross-functional teams, including product development and sales, to ensure a seamless customer experience.
- Set clear performance metrics and goals for the support team and monitor progress regularly.
- Handle escalated customer issues and ensure timely resolution, maintaining a high level of customer satisfaction.
- Develop and maintain comprehensive documentation for support processes, best practices, and troubleshooting guides.
- Analyze support data to identify trends, customer pain points, and opportunities for improvement.
- Stay up-to-date with industry trends and advancements to ensure the support team's skills remain current.

Are you detail-oriented, a great problem-solver, and a people person? We like the sound of that

Why Cypress Solutions

We pride ourselves on making a difference in the lives of thousands of civilians every year. Our wireless solutions are implemented in municipalities and government organizations across North America helping make streets safer and improving public services.

The tech industry is continuously growing and evolving every year. We enjoy a fast
- paced environment surrounded by innovation and new technologies, investing in new research and development year over year to create the best possible solutions for our customers.

Our team consists of several highly skilled professionals with years of industry experience. We strive to find the perfect work-life balance while building important connections with those around us.

**Qualifications**:

- Bachelor's degree or equivalent work experience.
- Proven experience (5+ years) in technical support, with at least [2 years] in a supervisory or managerial role.
- Strong technical background in communications and networking.
- Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team.
- Exceptional communication and interpersonal skills.
- Strong leadership qualities, including mentoring, coaching, and team motivation.
- Problem-solving mindset with the ability to handle complex and sensitive customer situations.
- Proficiency in using support tools, CRM systems, and reporting software.
- Analytical skills to interpret data and make informed decisions.
- Strong organizational skills and the ability to prioritize tasks effectively.

Perks
- Full dental and extended health benefits including life insurance
- Professional development opportunities and ongoing training.
- Collaborative and inclusive work environment.
- Opportunity to work with cutting-edge technologies in wireless communications

Are you interested in learning about new technologies and eager to develop new skills? If so, then we invite you to come make a difference with us

At this time, we are only considering applicants currently located in British
Columbia, Canada.

**Salary**: $60,000.00-$100,000.00 per year

Schedule:

- 8 hour shift

Work Location: In person

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