Supervisor, Technical Support

2 weeks ago

Calgary, Canada Blackline Safety Full time

Our team at Blackline Safety is growing As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Blackline Safety is seeking a Supervisor for our Technical Support team to help lead our customer support efforts. The Supervisor will play a vital role in managing daily operations, ensuring high levels of quality, customer service, and driving team performance. You will oversee a dedicated team of technical support analysts, fostering an environment of growth and excellence while addressing customer concerns effectively.

**What you will do**
- People management of 8-15 technical support analysts
- Leverage key performance indicators (KPI’s) to improve overall operational strategy within the Technical Support Team
- Monitor daily call and case activity to meet and improve service levels
- Assist in the Management of call centre technology and assist in maximizing its functionality
- Develop action plans to enhance individual and team performance to ensure quality service and personal satisfaction
- Training and developing new and existing team members
- Respond to escalated customer requests from first level agents and internal departments
- Prepare reports and proactively advise internal teams about customer feedback with recommendations for how to improve product or process experiences
- Develop and ensure that department Processes and Procedures are properly documented, regularly reviewed, and adhered to
- Foster a culture of ownership, innovation and resilience within a high-performing international team, in a rapid growth environment
- Assists in keeping the team up to date on new product and service impacting issues
- Completes RMA authorizations, escalated customer issues and troubleshooting with customers on the phone
- Collaborate with the 2nd and 3rd level support teams to identify best practices for Blackline processes, solutions and continuous improvement of products
- Supports Blackline call handling practices to ensure that calls are directed and recorded appropriately
- Participates in incident reviews to identify and implement corrective action
- Works with internal teams to prepare and deliver support plans for customers
- Become a product and process expert and promotes an environment of continuous improvement

**What we are looking for**
- Technical Diploma/Degree or relevant experience
- 5 years supervisory experience in a technical support/call center environment
- Knowledge of call center telephone and ticket management systems
- Strong technical aptitude and logical problem-solving skills with hardware, software, firmware and network/connectivity
- Operational and scheduling best practices to support a 24-hour, 7 day a week operation
- Proven track record successfully leading a large team in a customer service environment
- Process development and improvement
- Clear communication skills, both written and verbal
- Strong interpersonal skills and ability to form strong relationships
- Ability to create meaningful reports and analyze operational issues, making recommendations for improvement
- Knowledge of RMA processes

**About Blackline Safety**

**Disclaimer**:
Please be advised that Blackline Safety does not request payment or personal financial information at any stage of the recruitment process. Be cautious of any unsolicited job offers or communications that appear suspicious.

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