Client Support Manager

7 days ago

Toronto, Canada TimePlay Inc Full time

**YOUR PLATFORM**

TimePlay is an award-winning software entertainment company with a deep history of awakening audiences with interactive games. We transform mobile devices into game controllers, empowering participants to engage with content on secondary screens in real-time. Our mission is to develop and deliver fun, interactive and innovative large audience experiences that deliver significant entertainment and revenues.

**YOUR MISSION**

Reporting to the Senior Vice President of IT and Operations, we are looking for a **Client Support Manager** to join the team You will be the first point of contact to work closely with customers, engineers, stakeholders, and various delivery teams to ensure maximum usage for customers on our platform. You will be responsible for effective communication and providing great customer service when handling support tickets and adapting your time and workflow to the most pressing issues at hand.

Your mission is outlined in the following duties:

- Monitor, support respond to partner and customer support queries and tickets
- Ensure equipment, hardware, and software are updated and maintained as per company professional standards, in a professional manner
- Build, train and mentor Level 1 service support team. The nature of the support includes: host, opcon (game operator) users, show staff and sales people
- Train and support client’s Level 1 support team
- Implement a system to initially train and implement continuous training
- Implement a ticketing system for support queries to include: maintaining a log of all queries, reports, issues and have the ability to revert
- Generate reports and present to management
- Analyze records and logs to spot underlying trends and potential issues
- Implement case resolution process
- Institute escalation protocols
- Manage escalated requests from the appropriate party, as needed
- Keep client representatives updated on resolutions
- Close support cases
- Monitor training and shift to create improvements to client training, if necessary
- Completing analysis and presenting periodic reviews of operational performance to customer
- Providing detailed reviews of service disruptions, metrics, detailed pre-launch planning
- Recommend improvements to games to reduce support calls
- Manage a team of service technicians and support staff
- Ensure high quality service and repairs are provided to customers
- Forecast goals and objectives for the department and endeavor to meet them
- Keep current and comply with laws that affect service operations
- Establish processes and standards to ensure customer satisfaction and efficient operations
- Monitor quality control by spot-checking repairs
- Collaborate with external vendors for specialized support
- Perform additional duties as needed to support the IT operations

**YOUR PROFILE**
- Knowledge of PCs, networking and Wi-Fi
- Enthusiasm for solving interesting and complex problems is a MUST
- Strong customer service, follow-through, and interpersonal skills
- Working knowledge of Microsoft Windows and Office suite of products
- Mobile device support for both Android and iOS devices
- Experience with Jira, Jenkins, Confluence an asset
- 5+ years of experience in IT
- 3+ years of experience managing a team

**YOUR SUPERPOWERS**
- Highly motivated, proactive, efficient, organized, and detail-oriented self-starter
- Ability to maintain a flexible working hours and approach while achieving deadlines
- Have strong communication skills to collaborate with external and internal teams to identify, produce, and resolve issues
- Excellent analytical and problem-solving skills
- Solid time management skills
- Strong ability to manage teams
- Ability to think quickly on your feet to resolve last-minute requests or issues

**BONUS POINTS**
- Previous experience in the tech industry
- Love for games and solving puzzles
- Cruise line experience an EXTREME asset
- Must be able to commute to office in Toronto (Bathurst and King area)

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- Paid time off

Schedule:

- Day shift

Application question(s):

- Are you able to work hybrid
- shared time at home and in office (Toronto)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- managing teams: 3 years (preferred)
- IT: 5 years (preferred)

Ability to Commute:

- Toronto, ON M5V 2P2 (required)

Work Location: Hybrid remote in Toronto, ON M5V 2P2

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