Customer Support Technical Lead

Freightcom offers small, medium, and large-sized businesses an efficient and cost-effective shipping solution based on deep shipping industry knowledge.

Freightcom was founded in 2010 with a specific focus on the small parcel and low-volume LTL sectors. Since then, we have rapidly grown Freightcom into a world-class technology company offering innovative solutions with freight transportation services. Our unique blend of transportation expertise, market focus on the shipping and freight industries, and our superior technology platform have empowered us to continuously improve and innovate shipping solutions that are game-changing for customers.

The Technical Support Lead is responsible for overseeing the day-to-day operations of the technical support team, ensuring efficient and effective resolution of customer and internal technical support tickets. This role involves managing a team of technical support specialists, prioritizing and resolving technical issues, and acting as a liaison between customers, technical teams, and other departments. The Technical Support Lead plays a pivotal role in improving customer satisfaction and ensuring that service level agreements (SLAs) are met or exceeded.

**Key Responsibilities**:

- **Ticket Management**:

- Oversee the handling of incoming technical support tickets, ensuring proper assignment and timely resolution.
- Prioritize tickets based on severity, customer impact, and business needs.
- Act as an escalation point for complex or high-priority issues.
- Monitor ticket resolution progress and ensure adherence to SLAs.
- **Team Leadership**:

- Lead, mentor, and manage a team of technical support specialists.
- Conduct regular performance evaluations and provide feedback to ensure continuous improvement.
- **Technical Troubleshooting**:

- Assist the team with troubleshooting complex technical issues.
- Work closely with developers and other internal departments to diagnose and resolve technical problems.
- Identify trends and recurring issues, and work on permanent fixes or optimizations.
- **Customer Relations**:

- Serve as the main point of contact for critical technical support issues.
- Communicate technical solutions clearly to customers and stakeholders, ensuring high satisfaction levels.
- Ensure customers are kept informed of ticket progress and resolution timelines.
- **Process Improvement**:

- Analyze support ticket data to identify areas for improvement in service delivery.
- **Reporting**:

- Generate regular reports on ticket volume, resolution times, and customer satisfaction.
- Provide insights to management on team performance and support trends.
- Recommend process changes to improve efficiency and effectiveness of the technical support team.
- **Tool and System Management**:

- Ensure that the support team utilizes ticketing systems (such as Jira, Ticketing tools, or other tools) effectively.
- Collaborate with IT to maintain and optimize the technical support tools.

**Qualifications**:

- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
- 3-5 years of experience in a technical support role, with at least 1-2 years in a leadership or supervisory position.
- Strong troubleshooting and technical problem-solving skills.
- Familiarity with support tools (e.g., Jira, and any ticketing tool).
- Excellent verbal and written communication skills.
- Ability to manage and motivate a team.
- Experience with escalation management and SLA adherence.
- Customer-focused mindset with strong attention to detail.

**Preferred Skills**:

- Understanding of software development processes and code (e.g., familiarity with APIs or basic coding languages).

Pay: $50,000.00-$70,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Bolton, ON L7E 4G4: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Technical support: 3 years (preferred)

Work Location: In person