Technical Support Team Lead

3 days ago

TroisRivieres, Canada Cogeco Connexion Inc Full time
Position Summary

This position is responsible for supervising a team of Tech Support agents at oxio to ensure an optimal level of quality technical support. This role is critical for ensuring that all support functions are efficient, customer-centric, and aligned with organizational goals. We are seeking passionate individuals to provide exceptional technical support at oxio and help drive the growth of our business, ensuring that we remain one of the most beloved ISPs in the country. We need individuals who can connect with both our customers and internal teams, are proactive, and are able to execute effectively. We're looking for people who want to contribute to the success of a company built on strong values and a customer-obsessed mindset.

The oxio Technical Support Team Leader plays a crucial role in delivering excellent service to our current customers. They are responsible for troubleshooting, resolving technical issues, and providing direct support to oxio customers who are experiencing challenges with their products or services.

Ultimately, our Technical Support Team Leader is accountable for delivering a high level of technical support while meeting business unit performance metrics like service levels, abandon rate, handle time, churn, and more.

ResponsibilitiesCustomer Service and Technical Support Management
  • Experienced in overseeing teams of technical support agents who provide direct customer service, support, and troubleshooting for clients experiencing product or service difficulties.
Driving Customer Satisfaction and Retention
  • Proven track record in managing teams that drive high levels of customer satisfaction, reduce churn and support business growth by effectively diagnosing and resolving technical issues.
Performance and Resource Management
  • Skilled in managing shift-based teams, optimizing schedules based on customer contact volumes, technical needs, and planned technology updates, ensuring high efficiency and team coverage during critical periods.
Business Unit Metrics Oversight
  • Responsible for managing team performance in line with key business targets, including reducing churn, meeting cancellation goals, and maintaining high levels of technical support quality.
Team Leadership and Development
  • Expertise in leading, coaching, and developing a team of technical support professionals, ensuring they are equipped with the tools, knowledge, and support to resolve customer issues efficiently and consistently.
Team Management, Culture of Performance, Process Improvement - 50%
  • Provides day-to-day supervision, coaching, guidance, and development to a team of cross-functional tech support agents.
  • Responsible for the performance management and deliverables of the team and conducts regular touchpoints and performance appraisals, ongoing coaching, and consistent oversight.
  • Provide support to agents by offering creative and unique solutions that drive optimal customer outcomes.
  • Troubleshoot scenarios with agents to ensure process compliance and effectiveness, in pursuit of the key performance indicators.
  • Responsible for delivering high customer satisfaction scores through excellent customer service and solutions, and achieving subscriber targets.
  • Implement a culture of performance, personal accountability & collaboration among peers and staff.
  • Identify and propose ways to improve employee satisfaction to reduce attrition and improve engagement.
Organizational Collaboration and Operations - 30%
  • Collects customer & employee feedback to develop and implement recommendations to improve tech support and reduce customer friction.
  • Builds positive working relationships with colleagues across the organization to ensure cross-functional collaboration.
  • Contribute to and regularly attend regular touchpoints with the broader oxio team to ensure best practices and processes.
  • Act as lead for one or more business functions for virtual squads or specialized agents.
Other - 20%
  • Communicate trends, issues, or opportunities as they are identified in customer & employee conversations.
  • Work with key internal partners to resolve issues or capitalize on opportunities, readying oxio for growth.
  • Work with technical and network stakeholders across the business to improve service reliability and technical metrics.
  • Collaborate with other departments or squads to create and propose roadmaps and projects to improve the customer experience.
  • Other duties as assigned and needed by the business.
Specific Competencies
  • Proven ability to train agents on conflict resolution and customer de-escalation methods.
  • Strong coaching mindset, with the ability to adapt to learners with varying tenure and competency levels.
  • A technical background that allows the individual to learn, coach, and manage specific procedures designed for customer resolution and internal troubleshooting.
  • Ability to communicate expectations clearly and provide constructive feedback to foster employee performance and engagement.
  • Team management skills that focus on fostering a culture of collaboration, employee engagement, and achieving departmental results.
  • Ability to make decisions with limited knowledge under fast-paced conditions.
  • Strong performance-improvement mindset, with a drive to optimize key KPIs.
  • Collaborate with the technical team to create strategic plans to improve service delivery and operational efficiency.
  • Manage resources for projects, presenting findings and progress to upper management.
  • Oversee the acquisition of new technology and resources, ensuring they meet team and company needs.
  • Play a key role in analyzing and resolving complex technical issues, and developing plans to mitigate recurring challenges.
  • Working knowledge of contact center operational procedures and various technologies and applications.
Academic Training
  • College Diploma or combination of equivalent education and experience.
  • University degree preferred.
Work Experience
  • Minimum 5-8 years experience in a call center/customer service environment with at least 3 years demonstrated experience at the supervisory level.
  • 2-3 years experience in a Technical or Back Office role preferred.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at inclusion@cogeco.com

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