Post Sales Technical Support Manager

15 hours ago

Mississauga, Canada Advanced Technology Search Group Full time

**Job Type**:
Full Time

**Location**:
Mississauga, ON

Date Posted:
2025-03-03

Job ID:
P4390675

**Qualifications and Educational Requirements**:

- Degree in Electrical or Electronic Engineering (or equivalent experience) preferred to ensure a strong technical foundation
- At least 8 years in technical support roles, with at least 2 years in a management capacity, focusing on technical support operations and escalation management
- Proven experience in evaluating, selecting, and configuring ticketing software (e.g., Zendesk, Freshdesk) and knowledge management platforms
- Experience in configuring and managing phone systems for customer support
- Excellent communication skills with the ability to mentor, coach, and inspire a team
- Strong ability to analyze data and translate insights into actionable improvements
- A commitment to delivering exceptional post-sales support and improving customer satisfaction
- Skilled at managing multiple priorities in fast-paced environments
- Ready to travel within the U.S. and Canada as required

**Preferred Qualifications**:

- Experience in developing and optimizing workflows and training programs for technical support teams
- Familiarity with SLA (Service Level Agreement) management
- Proactive mindset for identifying trends and recurring issues
- Experience in coordinating and providing on-site technical support

**Responsibilities, Skills, and Competencies**:

- Optimize the system to align with team workflows and ensure scalability for future growth.
- Select and configure a robust knowledge management platform to support internal agents and enhance customer self-service capabilities.
- Ensure the knowledge base is continually updated with accurate and relevant content based on recurring issues and customer feedback.
- Design, implement, and refine a robust escalation process for timely and effective issue resolution.
- Lead initiatives to enhance the efficiency and responsiveness of the technical support center.
- Establish best practices and maintain documentation to ensure consistent issue resolution standards.
- Analyze customer interaction data, team performance, and support metrics to identify trends and drive improvements.
- Develop and present dashboards and reports visualizing key performance indicators for management.
- Streamline workflows and support processes to improve response times, quality, and team efficiency.
- Mentor and develop the technical support team, fostering expertise in escalation handling and customer service excellence.
- Create a culture of proactive problem-solving and data-driven decision-making.
- Ensure the timely and effective resolution of customer issues, monitoring satisfaction metrics to identify areas for improvement.
- Act as the escalation point for complex issues, working closely with engineering and product teams to resolve critical problems.
- Coordinate and oversee on-site visits to customer locations to provide advanced technical support, perform troubleshooting, and ensure timely resolution of complex issues.
- Ensure technical support specialists are prepared for on-site tasks, including equipment setup, diagnostic processes, and customer communication.

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