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Customer Support Supervisor

3 weeks ago

St Catharines, Canada Dican Inc Full time

Are you looking for an opportunity where you can flex your Customer Service skills while being a part of a team that you love to work with?
Are you an energetic professional who enjoys seeing team relationships grow and strengthen?
At DiCAN we're committed to learning and continuous growth within the Company. We foster a great culture of people who want to work hard and produce outstanding results. For us, culture is paramount. We are seeking a dedicated and experienced Technical Customer Support Supervisor to join our team.
**Position Summary**
The Technical Customer Support Supervisor provides consistent support to our customers and internal team members across the lifecycle of a customer. Responsibilities include customer support, training and onboarding, and technical and product support. The Technical Support rep acts as Subject Matter Expert on DiCAN products and supports the team in understanding, installation, functionality and troubleshooting our products.
This is a full-time, 18-month contract with the possibility of an extension.
**List of Main Responsibilities**
**Technical Support
- 35%**
- Answer customer support phone calls and provide technical assistance (shared duty with other Support Team staff).
- Coordinate with supplier Support if our team cannot resolve an issue, and escalate it as necessary.
- Oversee customer tickets in CRM to ensure timely responses.
- Communicate with customers in case of extended ticket resolution time.
- Assist the Support Team with complex or challenging tickets.
- Initiate troubleshooting processes for hardware issues and initiate RMA (Return Merchandise Authorization) process when required.
- Prepare hardware products for the installation, including firmware updates and database setup.
- Assist installers during installations/service calls by answering questions, verifying successful installations, creating custom scripts, and troubleshooting.
- Provide training to new installers and educate them on new features or changes.
- Assist the Sales Team in accurately quoting clients on their fleet by ensuring hardware requirements are met using internal forms.

**Training & Support - 35%**
- Help the team set priorities for the day.
- Coach team members to improve their service skills.
- Provide continual training on new software or features.
- Assist the team in meeting service level agreements (SLAs).
- Facilitate weekly ticket meetings to update the team on ongoing tickets.
- Provide training to customers on software usage, including initial training and any required follow-up sessions.
- Train staff on new products, both hardware and software.

**Product Knowledge
- 10%**
- Stay well-informed about the products we support, including changes to the Customer UI and installation methods.
- Stay updated on troubleshooting and RMA policies from our suppliers.
- Stay certified and up-to-date in CRM software (Ticket Management).
- Complete any required certifications from suppliers and ensure internal team members are certified/re-certified as needed.
- Maintain communication with Channel Partner Managers and key staff from Suppliers.
- Communicate changes to staff, sales, marketing, and finance teams as applicable.
- Attend conferences, webinars, and research community forums and materials related to product support.
- Read user guides and manuals.

**Onboarding
- 15%**
- Create and update an Onboarding document for new customers.
- Maintain a database and log information on the service SharePoint.
- Attend regularly scheduled onboarding meetings and run them when the project manager is unavailable.
- Work with customers to facilitate their onboarding onto Geotab, including vehicle list management, user list setup, groups, and integrations.
- Collaborate with the scheduling department to ensure timely product delivery and setup before installations.
- Keep Asana up to date on completed tasks as they relate to onboarding.

**Administration
- 5%**
- Support the sales team with configuration needs.
- Assist the scheduling department with install timelines and participate in weekly meetings to review upcoming product needs for installations.
- Provide oversight for hardware orders, maintain inventory, and ensure the availability of required hardware for installs.
- Review and populate the asset list for Request for Proposals (RFPs).
- Actively participate in new product assurance testing to validate suitability for customer use.
- Review incoming airtime invoices from Smartwitness, Zenduit, and Telna.
- Conduct Sourcewell Reconciliation.
- Manage time sheets.

**List of Key Qualifications**
- Ability to analyze problems, ask insightful questions, and quickly identify the best solutions
- Proficiency in research and data collection to understand the root cause of issues and their resolutions
- Excellent listening skills with the ability to engage empathetically
- Committed to ensuring customer success
- Motivated, enthusiastic, and flexible attitude, with the ability to w