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Technical Support Team Lead

4 weeks ago

Ottawa, Canada Aspire Software Full time

**Technical Support Team Lead - Remote - Canada**

**Vocantas is currently looking to hire a Technical Support Team Lead to join the team**

If you are looking for a new challenge and like a high-energy environment working with innovative technologies, then you'll love it at Vocantas. You should be a passionate go-getter with a deep desire to ensure that customers always come first. We are looking for a Technical Support Team Lead that thrives in a fast-paced, highly collaborative environment and demonstrates an ability to execute precisely and quickly.

**Here is a little window into our company**: Vocantas has been providing powerful automated communication solutions for over 18 years. We solve complex human capital management and customer outreach challenges, servicing fortune 500 companies within healthcare, manufacturing, service and delivery, and retail industries. From humble beginnings as an automated voice company, Vocantas has since grown into a leader in the workforce communications technology space. Vocantas was acquired by Valsoft Corp and now operates under the Aspire Software portfolio, the operational arm of Valsoft Corp, which operates and manages Valsoft's global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

**What your day will look like**:
**The Technical Support Team Lead will share the same responsibilities as a Technical Support Agent**:

- Post-sales technical support for clients using a hands-on approach, with a thorough understanding of the products, configurations, and the best practices
- Responsible for tracking and providing proper communication according to our established SLA
- Being available for on-call shifts

**The Team Lead will also have the following additional responsibilities**:

- Coach, train, and mentor the technical support agents
- Coordinate scheduling to ensure adequate staffing and deadlines are met
- Primary point of contact for any customer escalations
- Primary point of contact for internal departments
- Ensure knowledge base is up-to-date and maintained
- Review agent case quality
- Support the Director of Client Services in reporting and developing support KPI and other metrics

**About you**:

- Computer Science, Math, or Engineering degree, and/or network experience/I.T. experience
- Experience working with multiple Windows OS's; Windows 10, Windows Server 2012, Server2016 and Server2019, as well as working knowledge of Linux
- MS SQL experience involving query execution, along with a working knowledge of database concepts
- Experience with a ticket tracking system (preferably TeamSupport)
- Understanding of Networking concepts
- At least two or more years of experience as a Technical Support Team Lead
- Excellent problem-solving skills
- Superior organizational and prioritization skills
- Must have good written and verbal communication skills in English
- Good analytical and troubleshooting skills
- Ability to multi-task and work independently while setting and meeting timeline expectations
- Strong collaboration skills and a team contributor
- Ability to direct and assist in problem resolution
- Strong communication skills with a specific talent for dealing with senior management of end user customers in hospital, academic and utility settings
- Be willing to share rotation for off hours support and be reachable by cell phone
- Ability to travel (valid passport and driver's license)
- Formal Background / Credit check passed SOC2 training completed and reviewed annually
- Legally authorized to work in Canada essential

**Skills Considered Assets**:

- Knowledge of hardware installation and configuration
- Experience working in a VM environment (preferably VMWare)
- Working knowledge of signaling protocols (i.e., VOIP, SIP, H.323, ISDN, T1 RB)
- Telephony (i.e., PBX's, Telco, CTI cards) and PC knowledge; Dialogic card knowledge
- Bilingualism in French and/or Spanish would be an asset

There is room for career growth, and we want you to feel like part of the team

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