Customer Support Team Leader

1 week ago

Oakville, Canada AKITU Inc. Full time

**Company description**

Akitu is a rapidly growing company providing Dental Practice Management Software for dental clinics in Canada. With a core focus on innovation and mastering the user experience our software, Akitu One, brings a unique perspective for dentists to streamline their practice work.

**Job description**

You will work closely with our development team to support Users who are experiencing issues with our software, to resolve these issues promptly.

**Primary Responsibilities**
- Provide mentorship, training and feedback to your team
- Oversee all operations of the Support Team
- Handling complex queries and escalations from clients
- Become an expert in Akitu One to professionally and efficiently assist your team and our clients
- Document and track issues in a ticketing system.
- Collaborate with the development team to resolve complex issues.
- Conduct software testing to identify and resolve issues.
- Provide training and guidance to users on software features and functionality
- Coordinating the support team schedule to ensure all hours of operation are covered, to include Saturdays (you will be required to work Saturdays on rotation)
- Maintain a high level of customer satisfaction.
- Stay up-to-date with the latest software updates and industry trends.

**Qualifications & Core Competencies**:

- High School Diploma, G.E.D. or equivalent
- Strong leadership/management skills
- High degree of organizational skills with the ability to prioritize and multi-task
- Excellent communication (verbal/written) and interpersonal skills
- Strong computer knowledge and data skills
- Flexible, self-motivated, and a quick learner
- Personable, patient and professional
- Dental experience is an asset, but not required
- Bilingual (French Speaking) would be an asset

**Location: This is a hybrid working role with the potential to become full time in office.**

**Permanent position.**
**Schedule: Monday to Friday, with Saturdays on rotation**

AKITU Inc.

**Job Types**: Full-time, Permanent

Pay: From $50,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Dental care
- Paid time off

Schedule:

- 8 hour shift

Application question(s):

- Are you able to reliably able to commute to Oakville or surrounding area?

**Education**:

- Secondary School (preferred)

**Experience**:

- SaaS: 1 year (preferred)
- Customer Service, Support & Client Services Occupations: 1 year (required)
- Leadership or Management: 1 year (required)

**Language**:

- French (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: Hybrid remote in Oakville, ON

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