Technical Support Director

4 days ago


Vancouver, British Columbia, Canada Intelerad Full time
Technical Support Director

At Intelerad, we believe in empowering our customers to achieve better outcomes through exceptional support services. As a Technical Support Director, you will lead a team of dedicated professionals to ensure timely and effective resolution of technical issues for strategic accounts.

This role plays a critical part in maintaining the company's reputation for exceptional support services. The position requires strong leadership skills to manage a team of technical support professionals, foster a positive team culture, and contribute to continuous improvement initiatives.

  • Key Responsibilities:
  • Team Leadership:
    • Lead and mentor a team of technical support professionals to achieve performance targets and deliver outstanding customer service.
    • Foster a collaborative team culture that encourages knowledge sharing and skill development.
  • Customer Engagement:
    • Oversee and ensure timely resolution of technical issues for strategic customers.
    • Collaborate with cross-functional teams to address customer concerns and contribute to product improvement.
  • Performance Management:
    • Develop key performance indicators (KPIs) to measure the effectiveness of the technical support team.
    • Conduct regular performance reviews, provide constructive feedback, and support team members in achieving their career goals.
  • Process Improvement:
    • Identify opportunities for process optimization and efficiency in the technical support workflow.
    • Work closely with other departments to implement improvements and enhance overall customer satisfaction.


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