Technical Support Team Leader

1 week ago

SaintBrunodeMontarville, Canada ISAAC Instruments Full time

Company Description ISAAC partners with North American fleets to provide a user-friendly solution that simplifies trucking. Focused 100% on the trucking industry, we help carriers overcome challenges, while boosting driver happiness. With proven system reliability and system integration capabilities driven by our open platform, our solution helps your drivers and back-office team work smoothly. **Job Description**: Are you a team player who values client success? If achieving common goals in a collaborative environment appeals to you, then this is the job for you. We're looking for a tech support Team Leader who can rally the troops with unwavering optimism. You'll also be on the lookout for innovative solutions to optimize existing processes and contribute to our clients' success. At the heart of your responsibilities will be the implementation of customized training, and providing constructive feedback to team members. You will also see to the improvement of processes and operational organization. **RESPONSIBILITIES** - Manage a dynamic team of Technical Support Specialists (hiring, work schedules, replacements, appreciation meetings, development and transition plans, etc.) - Respect our service level agreements (SLAs) with clients to generate positive referrals for potential clients (weekly metrics) - Set up and monitor key performance indicators (KPIs), ensure active management and be available to colleagues (weekly individual meetings, twice-daily tour of the floor) to evaluate the success of strategies deployed - Develop each team member's strengths and identify areas for improvement - Implement improvement processes to optimize team performance - Implement ongoing training programs to ensure team members master information about our products, services, procedures and clients - Implement training to achieve a superior level of call quality and control (providing a "WOW" client experience) - Be the escalation point of contact, in conjunction with technical support, for the various departments within ISAAC, and ensure follow-up with stakeholders - Build a standardized onboarding process for new specialists - Promote development and career opportunities at ISAAC - Continuously seek new talent to join the team - Cultivate fun at work by regularly organizing entertaining activities for the teams **Qualifications**: - Over 3 years' experience in a similar role or within the company - University degree in administration or management or equivalent - Proficiency in MS Office suite - Excellent client approach based on respect and attention to detail - Rigor and autonomy - Organization and prioritization - Excellent communication skills - Energetic and enthusiastic - Excellent command of spoken and written French and English **Assets** - Good knowledge of Salesforce Additional Information Collaborators are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely: - varied career opportunities - a stimulating work environment focused on innovation - enthusiastic and collaborative teams - competitive salaries and benefits promoting work-life balance: a complete group insurance plan, group RRSP, an EAP, flexible hours, 4 weeks of vacation, etc. - various social activities and free snacks and coffee every day.

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