Client Solutions Specialist Team Lead

6 days ago

Dartmouth, Canada Northern Business Intelligence Full time

At Northern BI, we provide what no other fleet solutions company offers - business intelligence, customized training, and unlimited support. As a Geotab partner, we lead the way in innovative commercial and industrial telematics. From GPS fleet tracking devices to temperature monitoring controls and dash cameras, our suite of products is industry-proven and built to save you time and money. Whether you operate a small fleet of service vans or an enterprise fleet of heavy-duty trucks, Northern BI has the products, software, and security to simplify your logistics needs. Let us focus on fleet efficiency, while you focus on running your business. We are currently seeking a** Client Solutions Specialist (CSS) Team Lead **to join the Northern Business Intelligence team located in beautiful Dartmouth, Nova Scotia

Reporting to the VP Operations, the **Client Solutions Specialist (CSS) Team Lead’s** responsibilities include leading the Client Solutions team and assisting with software training, troubleshooting of software and hardware issues while providing continuous support to Northern Business Intelligence Customers, Clients, and Team Members.

**What you'll do**:
**Team Leadership**
- Day to day manager of the Client Solutions Specialists including scheduling, annual Performance Reviews, salary administration and performance management.
- Update/Contribute on support procedures.
- Case QA (Quality Assurance) management.
- Knowledge Base article review and management.
- Monitor support cases per service level Matrix.
- Receive case escalations from CSS team and triage as needed.
- Provide case guidance and advice to CSS team.
- Work with HR to hire and provide onboarding training for all new-hires.

**Training**
- Be able to provide software training to clients; including, administrative tasks via webinar.
- Be able to Provide hardware training for installer partners
- Training internal staff as required.

**Software**
- Become a knowledge leader with the software supported by Northern BI.
- Be able to troubleshoot issues with user interface.
- Opening and escalating cases to Geotab to resolve more in-depth issues.
- Identifying software bugs and reporting them to Geotab.

**Hardware**
- .Be able to troubleshoot with clients to solve hardware problems.

**Qualifications**
- University degree or technical diploma preferred.
- 5 years experience in technical support preferred.
- Prior experience in helpdesk environment is an asset.
- Previous experience in leadership, or supervisory capacity.
- Mentorship, Training and Quality Assurance experience is an asset.

**Skill Set**
- MS Office Suite - proficiency in Excel is required.
- Excellent customer services skills.
- Exceptional time management skills.
- Mature written and verbal communication skills.
- Ability to communicate in French and English is considered a strong asset.
- High attention to detail and organizational skills;
- Ability to work well as part of a team or independently

**What we offer**:

- Competitive compensation packages (base salary plus performance bonus)
- 3 weeks paid vacation to start
- 5 paid personal days
- Employee Assistance Program
- Group RRSP Matching
- Company provided technology (laptop, company managed cell phone, etc)
- Group Health, Dental and Vision benefits
- Company events

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