Technical Lead, Customer Care

1 week ago

Calgary, Canada Momentm Full time

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Job Summary:
Reporting to the Manager, Customer Care, the primary function of the Technical Lead, Customer Care is to ensure that Momentm’s customers are supplied with world class support.

**Job Description**:
THE POSITION

Reporting to the Manager, Customer Care, the primary function of the Technical Lead, Customer Care is to ensure that Momentm’s customers are supplied with world class support.

Leadership
- Day to day mentorship of the technical Client Care resources on the CC team; ensuring staff maintain high levels of productivity
- Prioritize, balance, multi-task competing issues with deference to urgency, length of outstanding time, and political sensitivity
- Work with Manager, Customer Care to ensure Key Performance Indicators (KPI’s) for are being met
- Interact regularly with Hosted IT to ensure smooth operations within the Hosted environment
- Work with Manager, Customer Care to identify and roll out new processes to provide clients with a superior customer friendly experience
- Other duties as assigned by the Manager, Customer Care

Customer Support
- Monitor inbound case queues and set priorities as required
- Serve as technical lead and first point of contact for escalation of complex cases and team questions
- Primary point of contact for top customers, including regular meetings to discuss strategies for smoother support, and close engagement with Customer Success Manager
- Develop relationships with escalated customers and strengthen existing relationships with customers
- Writing and troubleshooting SQL queries
- Install upgrades/updates/patches/releases
- Conducting user training remotely or in a classroom format
- Providing 24/7 on call support

Worker Type:
Regular

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