Tier 1 Technical Support Manager

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications and exclusive locally produced programming on Eastlink Community TV.
Eastlink is presently seeking a Tier 1 Technical Support Manager to join our team in Dartmouth, NS.
The Team Manager is responsible for the Tier 1 Technical Support Team’s delivery of the customer experience. The Team Manager achieves this through active review of day-to-day service levels and team’s performance. They lead, support and develop their Team to meet target service levels and quality measures. This includes coaching employees, recommending improvements in employee measures and performance, managing the Team’s workload, as well as administrating the formal performance appraisal process for the team.

**Specific Job Responsibilities**:

- Lead, support and develop a team of approximately 15-20 Tier 1 Technical Support Representatives;
- Managing all aspects of staff performance including hiring, coaching, performance appraisals, change management, disciplinary functions and pay changes
- Lead, support and develop employees with KPI performance, customer service and other attainable metrics
- Guiding and leading direct reports in their daily activities by fostering a collaborative, motivated and trusting environment through effective and open communication
- Ensuring support processes, procedures and standards are being followed
- Working with support teams to identify process/procedure and training gaps and working to improve
- Assist in the development of department and individual goals which reflect and support corporate goals
- Perform remote and side by side call observation as well as the use of other quality control tools and techniques to identify areas of continuous improvement with representatives
- Reviewing weekly and monthly reports to identify performance trends with team and drive solutions for improvement
- Trains associates on new or revised information relating to the services, products, or processes, as well as changes or additions to company policy

**Qualifications**:

- Minimum of two years coaching experience in a customer care environment, previous experience in a Technical Support leadership role considered an asset
- Technical knowledge and aptitude for computers, internet, television and telephone products considered an asset
- Ability to work independently and proactively with excellent time management
- Ability to demonstrate positive and professional leadership behavior to drive employee satisfaction
- Demonstrated ability to effectively manage and adapt in a constantly changing environment characterized by multiple priorities and deadlines
- Performance and metrics oriented with a high degree of independent thinking and judgement
- Customer Service focused
- Excellent verbal and written communication skills
- Ability to interpret and develop reports
- Proficient in working with Microsoft Office Suite
- University or college degree, or equivalent work experience
- Flexibility to work within the hours of our contact center’s hours of operation

Why Choose Eastlink?
Eastlink operates in a culture of continuous improvement through listening, learning and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.
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