Oxio Technical Support Team Lead

1 week ago

TroisRivières, Canada Cogeco Connexion Inc Full time

Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.

Time Type:
Régulier

Job Description:
:
This position is responsible for supervising a team of Tech Support agents at oxio to ensure an optimal level of quality technical support. This role is critical for ensuring that all support functions are efficient, customer-centric, and aligned with organizational goals We are seeking passionate individuals to provide exceptional technical support at oxio and help drive the growth of our business, ensuring that we remain one of the most beloved ISPs in the country. We need individuals who can connect with both our customers and internal teams, are proactive, and are able to execute effectively. We're looking for people who want to contribute to the success of a company built on strong values and a customer-obsessed mindset.

The oxio Technical Support Team Leader plays a crucial role in delivering excellent service to our current customers. They are responsible for troubleshooting, resolving technical issues, and providing direct support to oxio customers who are experiencing challenges with their products or services.

Ultimately, our Technical Support Team Leader is accountable for delivering a high level of technical support while meeting business unit performance metrics like service levels, abandon rate, handle time, churn, and more.- Customer Service and Technical Support Management: Experienced in overseeing teams of technical support agents who provide direct customer service, support, and troubleshooting for clients experiencing product or service difficulties.- Driving Customer Satisfaction and Retention: Proven track record in managing teams that drive high levels of customer satisfaction, reduce churn and support business growth by effectively diagnosing and resolving technical issues.- Performance and Resource Management: Skilled in managing shift-based teams, optimizing schedules based on customer contact volumes, technical needs, and planned technology updates, ensuring high efficiency and team coverage during critical periods.- Business Unit Metrics Oversight: Responsible for managing team performance in line with key business targets, including reducing churn, meeting cancellation goals, and maintaining high levels of technical support quality.- Team Leadership and Development: Expertise in leading, coaching, and developing a team of technical support professionals, ensuring they are equipped with the tools, knowledge, and support to resolve customer issues efficiently and consistently.

This version highlights the managerial responsibilities related to team leadership, performance metrics, and business goals.

TEAM MANAGEMENT, CULTURE OF PERFORMANCE, PROCESS IMPROVEMENT - 50%- Provides day-to-day supervision, coaching, guidance, and development to a team of cross-functional tech support agents- Team Leads must also be aware of the functions and tasks completed by the agents under their management, and be able to fulfill those duties when their agents are unavailable- Responsible for the performance management and deliverables of the team and conducts regular employee touchpoints and performance appraisals, ongoing coaching, and consistent oversight- Provide support to agents by offering creative and unique solutions that drive optimal customer outcomes- Troubleshoot scenarios with agents to ensure process compliance as well as process effectiveness, in pursuit of the key performance indicators- Responsible for delivering high customer satisfaction scores through excellent customer service and solutions, and achieving subscriber targets (e.g. growth, churn)- Implement a culture of performance, personal accountability & collaboration among peers and staff- Identify and propose ways to improve employee satisfaction to reduce attrition and improve employee engagement

ORGANIZATIONAL COLLABORATION AND OPERATIONS - 30%- Collects customer & employee feedback to develop and implement recommendations to improve tech support and reduce customer friction- Builds positive working relationships with colleagues across the organization to ensure cross-functional collaboration while operating oxio back office functions- Contribute to and regularly attend regular touchpoints with the broader oxio team to ensure the team has the best practices and processes- Act as lead for one or more business functions (e.g. sales, troubleshooting) for virtual squads or specialized agents

OTHER - 20%- Communicate trends, issues, or opportunities as they are identified in customer & employee conversations- Work with key internal partners to resolve issues or capitalize on opportunities, readying oxio for growth- Work with technical and network stakehol

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