Technical Customer Support Lead
2 weeks ago
**Technical Customer Support Lead**
**DANIHEL GROUP INC.**:
- Full-time, permanent position working a combination of onsite and remote in our Calgary, AB office._
In this newly created role, you’ll report to the Chief Strategy Officer and work together to support the user base of our custom-built CRM platform. Your customer service focus will ensure that our clients have an amazing experience with our software. Combining your skills as a leader, teacher, and problem solver with your technical background, you’ll see the end-to-end process of gathering feedback from support clients through to informing the development process of our programmers.
**What you’ll do**
- Engage and communicate with internal and external users of the platform to document, understand, and log support requests
- Collaborate with the technical team to engage clients and deliver responsive support
- Stay up-to-date with software enhancements and process change
- Investigate reported issues
- Recommend and action solutions, escalating when required
- Engage with clients and users to evaluate, understand, and communicate the real-world usability of the platform technology
- Log and share user feedback to shape potential new features
- Assist in building internal support and reporting tools to help resolve issues faster and more efficiently
- Provide technical support internally, as required
- Participate in other projects and initiatives to support the software development process or other technical projects that will add value to our clients
- As the scope of this role grows to meet increasing business needs and leading one or more Customer Service Representatives will be an added responsibility of this role.
**What you’ll bring**
- A combination of education/certification/training in Technology, Software or a related field with industry experience and proficiency in technical support
- Previous experience (5 years plus) in a customer service, technical training, user support, or queue management
- Demonstrated ability to elevate the technical knowledge of others and effectively communicate complex technical concepts in a succinct manner
- Strong written and verbal communication skills
- Experience with customer support software and tools such as Talkdesk
- Demonstrated success in your ability to invest customer issues, determine root cause, and then effectively and action a timely resolution
- Ability to analyze data and customer feedback to identify trends and opportunities for improvement
- A collaborative approach to working with a team coupled with the ability to function just as effectively as a self-starter with mínimal supervision; and
- An understanding of how to manage internal IT resources and processes is an asset.
**What it’s like to work here**
Our team is an intentional community of about 30 smart, kind, and hardworking technology professionals. We work in a relaxed office space in Calgary’s beltline and offer a base salary in the range of $70k - $92k, health and dental group benefits, short and long-term disability, life insurance, 3 week’s vacation per year to start, and ample opportunities to learn and develop professionally and technically.
**Job Types**: Full-time, Permanent
**Salary**: $70,000.00-$92,000.00 per year
**Benefits**:
- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Vision care
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: Hybrid remote in Calgary, AB
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