24/7 Customer Support Team Lead
1 month ago
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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