24/7 Customer Support Team Lead

1 month ago


Calgary, Alberta, Canada Hexagons Autonomy & Positioning division Full time

Overview

24/7 Customer Support Team Lead

We are seeking a highly skilled and experienced 24/7 Customer Support Team Lead to join our global engineering and manufacturing leader in tech. Reporting to the 24/7 Customer Support Manager, this role will be an integral part of the 24/7 support team, specializing in front-line support. The successful candidate will lead the regional team and participate in shifts, including 12-hour rotations. If you excel in providing high-quality customer support, this role may be for you.

The Role:

As a 24/7 Customer Support Team Lead, you will:

  • Lead a regional-based team responsible for Hexagon A&P front-line 24/7 support
  • Mentor and develop the team
  • Act as an escalation point to resolve operational 24/7 support issues
  • Monitor KPI metrics to drive continuous improvement
  • Work rotation shifts within the Calgary-based 24/7 support team
  • Answer incoming calls and emails from the worldwide customer base
  • Complete case logging activities in our case management system
  • Interact with customers to review and prioritize support cases
  • Solve customer inquiries and requests with known solutions
  • Escalate support cases to 2nd-tier Core Support as required
  • Issue service notifications
  • Identify mass impact events

Qualifications:

Must Have:

  • Technical diploma or degree in Geomatics or Electrical Engineering
  • Experience working directly with customers, preferably in support or services delivery
  • English fluency with excellent verbal and written skills

Key Success Factors:

  • Exceptional interpersonal skills and ability to work with others
  • High attention to detail and organizational skills
  • Strong multitasking and prioritization abilities
  • Regional team KPI performance
  • Outgoing and energetic with exceptional people skills
  • Comfortable working individually and knowing when to ask for help
  • Ability to work well in a collaborative environment

Nice to Have:

  • 3+ years of experience in a highly technical support capacity
  • Able to work independently and meet tight deadlines
  • Front-line support or Helpdesk experience
  • Basic understanding of GNSS products
  • Experience with SalesForce as a CRM

At Hexagon, we value diversity and inclusion in the workplace. If you're excited about the opportunities this role presents, we encourage you to apply.



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