Technical Support Manager
3 months ago
**Position: Inside Technical Support Manager**
**Location: Leamington, ON**
**Join Security ONE**:
Empowering Protection with Innovation: For nearly 50 years, Security ONE has been a trusted leader in safeguarding homes and businesses across Ontario. We deliver cutting-edge security solutions backed by 5-star service. At Security ONE, we believe in empowering both our clients and our team members. Join us and be part of a team that values integrity, innovation, and impact.
**Position Overview**:
As an Inside Technical Support Manager, you will oversee the daily operations of our technical support team, ensuring the delivery of high-quality customer service and technical assistance. You’ll lead a team of technical support representatives, providing guidance, training, and strategies to improve efficiency and customer satisfaction. This role is ideal for a motivated leader with strong technical expertise and a passion for client success.
**What You’ll Be Doing**:
**Team Management**:
- Lead and support the technical support team through recruitment, training, and performance evaluations.
- Set and monitor team goals to ensure excellent service delivery.
**Client Support**:
- Handle escalated customer issues and ensure high customer satisfaction.
**Technical Expertise**:
- Stay informed on company products and industry trends to guide your team effectively.
- Develop and implement best practices for troubleshooting and support.
**Process Improvement**:
- Analyze support metrics and feedback to identify opportunities for improvement.
- Enhance team efficiency with updated processes, tools, and support documentation.
**Collaboration**:
- Work closely with Product Development, Sales, and Marketing to integrate customer feedback.
- Ensure ongoing training and development for support staff.
**Reporting & Feedback**:
- Monitor support tickets, customer interactions, and key performance metrics.
- Use data-driven insights to improve customer service and support efficiency.
**Does This Sound Like You?**
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Inside or field technician experience is considered an asset.
- Proven experience in a technical support role, with at least 2 years in a supervisory or managerial position.
- Strong technical knowledge and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to manage and motivate a team.
- Customer-focused mindset with a passion for delivering excellent service.
**What We Offer**:
- Competitive compensation.
- Employer-paid premiums for a comprehensive Health and Dental Plan, including short
- and long-term disability programs.
- Generous group retirement savings plan with employer contributions.
- Paid vacation starting on day one.
- Company-sponsored tuition for continuous training and professional development.
- Community and company-sponsored social and networking events.
**Ready to Join?**
If you're passionate about security, driven by innovation, and committed to making a difference, we invite you to join us on our journey. Together, we’ll push the boundaries of what’s possible, ensuring a safer, more secure future for all.
**Job Types**: Full-time, Permanent
Pay: $50,000.00-$70,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care
Flexible language requirement:
- French not required
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
**Experience**:
- IT support: 1 year (preferred)
Licence/Certification:
- CompTIA A+ (preferred)
Work Location: In person
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