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Assistant Manager, Technical Support

5 months ago

Montréal, Canada Aptum Full time

Our **Manager Technical Support **is a customer facing, technical management position. You will interact with Aptum employees and customers, taking ownership of escalated issues and see them through to the point of resolution. The primary focus is to understand customer interactions and how they contribute to customer satisfaction or dissatisfaction. This knowledge will be used to identify the major contributors to customer support experience and drive a continuous improvement program.

You will work closely with various stakeholders across the organization such as product marketing, at all levels, including, suppliers and customers to effectively carry out the responsibilities, with a goal of delivering best-in-class customer experience across all touchpoints.

This position requires a willingness to think critically and measure against the best. Not just technologically, but in all that you do at Aptum. You must be an effective communicator, an accomplished technical talent, and a dedicated individual to be successful in this growing, fast-paced environment.

**How** **do you become an integral part of the team**
- Lead and manage Global Service Desk Support team servicing an Enterprise level business, responsible for strategy, development, organizational structure, and performance of the team to provide a best-in-class customer service experience
- Work in tandem with the cross functional support teams, providing support for multi-channel business
- Define long term vision and roadmap for Global Service Desk team on both organizational and technology perspectives, aligning with organizational business objectives with emerging customer trends and technologies
- Develop new and innovative ways to reduce incident volume; identify and implement strategies using modern technology to improve service quality, productivity, and profitability.
- Establish support teams as well as individual goals aligned with the company’s objectives. Define and execute a strategy to achieve the goals.
- Define, measure, and analyze key performance indicators (KPI’s) to be able to make data-driven decisions
- Meet KPIs for touchpoints, and adhere to established SLA objectives growth for retention of customers
- Make regular reports to senior management on customer pain points and opportunities for improvement within product features. Become the voice of the customer when it comes to internal decision-making
- Drive continuous improvement to Incident, Problem, and Change management practices following ITIL 4 framework where possible
- Collaborate with Product Engineering, Marketing, and other support teams to develop or enhance, customer-facing materials including knowledge base articles and tutorials.
- Manage resolution of complex technical issues impacting customer service and proactively preventing negative Customer experience
- Perform periodic customers’ review by talking to customers, measuring customer satisfaction by means of NPS/CSAT scores to improve customer service and service offering.
- Develop programs and a culture that increases engagement and development
- Talent Management:

- Lead the training and development of direct reports, cross-functional teammates, and internal and external stakeholders to achieve desired results.
- Assist in the recruiting process
- Establish team Goals and Objectives and complete timely reviews as well as annual performance reviews for direct reports
- Cross-functionals collaboration to drive best practices
- Lead monthly, quarterly audits for the function to ensure delivers are met
- Comply with all company policy and procedures and make recommendations for improvements where applicable
- Drive strong employee engagement through meaningful initiatives
- Cultivate and maintain positive relationships with customers and internal stakeholders
- Participation in special projects as assigned
- Performs on-call duties as required

**What you bring to Aptum**
- 5+ years’ experience in ITIL
- experience with contact center tools (Cherwell, IVR, CRM, etc.)
- Proven experience in technology leadership roles, including helpdesk and support teams
- Data analytical skills and experience (MS Excel, Power Query, Power BI)
- Demonstrated results-oriented with a successful track record of managing and delivering multiple projects simultaneously
- Strong Knowledge of planning, design, implementation, and support of enterprise technology solutions
- Excellent communication as well as great overall management and organizational skills
- Able to adapt and succeed in a changing environment

**What Aptum has to offer you**
- Competitive Vacation Policy
- Birthdays are off (we call it “Duvet Days”)
- Lifestyle Reimbursement
- Education Reimbursements
- Paid Benefits
- Community Days
- Wellness Days

We are an equal opportunity employer. We welcome people of any age, culture, subculture, gender identity or expression, sexual orientation, nationality, ethnicity, race, size, mental or physical statu