Team Lead, Support Services

3 days ago


SaintLaurent, Canada Harris Computer Systems Full time

Primary Functions:

- Serve as first stop for any support related questions from the support team
- Coordinate and run the weekly support team meetings and support team workflow
- Manage the administrative functions in CRM (account management, access, etc), as well as compiling and proposing system changes
- Accountable for the adherence of assigned support analysts to the support center metrics
- Attend and provide input for the weekly release planning and device driver meetings
- Conduct bi-weekly 1 on 1 meetings with assigned support analysts
- Manage the in-house testing environments
- Provide performance review input for assigned support analysts
- Ownership of all assigned client cases through resolution
- Proactive client communications to ensure client satisfaction
- Liaison between client and all functional departments
- Verification and troubleshooting of client reported information
- Replication and documentation of software defects
- Research and develop creative solutions to customer reported issues
- Responsible for analyzing and troubleshooting more complex technical issues
- Participate in status calls with Client and company representatives, as needed
- Provides feedback on training materials and needs of the team
- Effectively multitask and manage priorities
- Completes other projects and duties as assigned
- Other duties as assigned.



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