Client Solutions Specialist Team Lead
2 months ago
We’re seeking an experienced and detail-oriented **Client Solutions Specialist (CSS) Team Lead** to guide and manage our Client Solutions team. In this dynamic role, you’ll provide exceptional support to Northern Business Intelligence customers, troubleshoot technical issues, and ensure operational excellence. You’ll also play a pivotal role in shaping team processes, managing escalations, and fostering a culture of continuous improvement.
**Key Responsibilities**
**Team Leadership**
- Supervise daily operations of the Client Solutions Specialists, including scheduling, performance reviews, and team development.
- Design, update, and enhance support procedures and processes.
- Conduct Quality Assurance (QA) reviews on support cases to maintain high standards.
- Manage and maintain a comprehensive Knowledge Base.
- Oversee case management in Salesforce, ensuring adherence to service level agreements (SLAs).
- Handle escalated cases and provide mentorship to the CSS team.
- Stay informed about product updates, including software and hardware enhancements.
- Lead recruitment, onboarding, and training for new team members.
**Technical Support**
- **Software**: Develop expertise in Northern BI-supported software to troubleshoot interface issues and escalate complex cases to Geotab when necessary.
- **Hardware**: Build in-depth knowledge of supported hardware to diagnose and resolve client issues effectively.
**Training and Development**
- Conduct client training sessions on software (via webinars) and administrative tasks.
- Train installer partners on hardware use and best practices.
- Deliver internal training sessions to upskill team members.
**What We’re Looking For**
**Education & Experience**
- Degree or diploma in a technical field (preferred).
- 5+ years of experience in technical support, including helpdesk roles.
- Proven leadership or supervisory experience.
- Background in mentorship, training, or QA is a strong asset.
**Skills & Competencies**
- Proficiency in Microsoft Office Suite, especially Excel.
- Exceptional customer service skills with a focus on problem-solving.
- Strong time management, organizational, and multitasking abilities.
- Excellent communication skills in both French and English (verbal and written) considered an asset
- High attention to detail with a proactive and collaborative mindset.
**Other Requirements**
- Flexibility to work outside regular hours, including evenings and weekends.
- Valid driver’s license.
**Why Join Us?**
At Northern BI, we value leaders who inspire their teams, embrace innovation, and are passionate about delivering exceptional customer experiences. If you’re a tech-savvy problem solver with a knack for leadership, we’d love to hear from you.
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