Technical Support Lead

As an essential member of the **Customer Experience Team at IC**, this is one exciting opportunity It’s also a fantastic career launcher to several pathways.

**IC** focuses on customer centricity and works hard to connect people with the tools and resources they need to be successful in their job, to connect with each other, with their organization and drive productive and engaged workplaces. We are looking for an exceptional person to contribute to that success.

What do we expect from you? It all comes down to helping people. Check it out...

**General Technical Support Duties**:

- First response to all tickets within 2 business hours
- Ensure 100% of contacts & contact details are accurate in ZenDesk & Salesforce
- Work to solve tickets within or better than Service Level Agreement
- Share article resources with contextual guidance on “How To” tickets
- Answer incoming support calls to support 100% customer connection rate
- Proactively communicate on all tickets to ensure they are touched at least weekly
- Conduct screen-sharing sessions to understand and troubleshoot customer issues
- Share hot fixes delivered by dev to customers and confirm success

**Technical Support Lead Duties**:

- Coach the other technical support specialists on best practices
- Liaise with development team on escalation tickets
- Configure Microsoft Windows Server instances within Microsoft Azure cloud services
- Produce short video walkthroughs to aid clients
- Update or produce a few articles weekly to maintain current documentation or fill gaps
- Publish important announcements such as technical/security alerts in a timely fashion
- Replicate reported defects in your own environment and share the info with the dev team
- Collect detailed feature enhancement information for all customer requests
- Identify and refer customers to the Customer Experience team that have larger intranet project initiatives or needs planned or underway

**Skills, Abilities and Requirements**:

- Critical thinking ability
- Extensive technical support experience in a group environment (not just one person crew)
- 2+ years experience in our core technologies: Windows Server, Active Directory, SSL, Basic network and IP, SQL
- Familiarity with Microsoft Azure cloud services
- At least 1-2 years formal leadership experience as either a team lead or a manager
- Lead a team of technical support specialists that focuses on clearly providing and showcasing our value as a partner to our customers
- Develop the support teams with relevant training to achieve skill development within the department and career advancement beyond current roles
- Coach customers and team members to become product experts, building confidence and providing greater self-serve resources
- Increase awareness of IC by actively participating in online and offline communities (particularly LinkedIn, software review sites, associations, groups or local/user events)

**IC** has been helping connect people at work for over 20 years. We have an established intranet software, a diverse customer base, with over 100,000 active users served globally across 20 different industries, including many recognizable brands. More recently we've established a broader IC platform focused on internal comms that brings multi-channel messaging, plus education & tools to support. We take pride in our work and relentlessly pursue making a real difference, for our customers and for our team.

The IC advantage:

- Good pay - salary range CAD 70K - 80K
- Excellent health & dental coverage
- Employee family assistance program
- Wellness initiatives (physical, mental)
- Three weeks paid time off
- Additional paid/bonus days (one-week equivalent)
- Six paid sick days
- Flexible/remote working arrangements (this is a hybrid position)
- Virtual and in-person team events (culture committee)
- Learning & dev support (avg $2k per person)
- Fun culture - daily connection, care & recognitions

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