Technical Support Manager
4 days ago
Executive Recruiter at Bloom Recruiting The Opportunity We are seeking an experienced and highly motivated Support Manager to lead and inspire our Technical Support team. This individual will be responsible for overseeing the daily operations of our support department, ensuring we deliver exceptional service, and maintaining a high level of customer satisfaction with our proprietary software suite. This is a full-time position requiring a presence in our Waterloo, ON office 3-4 days per week to foster team cohesion and effective collaboration. Key Responsibilities Lead, mentor, and coach a team of Technical Support Specialists, fostering a positive, growth-oriented, and high-performance culture. Conduct regular one-on-one meetings, performance reviews, and manage team schedules and coverage. Identify training needs and develop programs to enhance the technical skills and customer service abilities of the team. Must have a minimum of 2 years of experience managing, leading, and mentoring a people-focused team. Operations & Strategy Own the day-to-day operations of the technical support function, including ticket queue management, resource allocation, and ensuring adherence to Service Level Agreements (SLAs). Develop, implement, and refine support processes and policies to improve efficiency, quality, and consistency of service delivery. Monitor and analyze key support metrics (e.g., response time, resolution time, CSAT) and report on team performance to senior management. Act as an escalation point for complex technical issues or critical customer situations. Customer Advocacy & Communication Ensure all support documentation (internal knowledge base, customer-facing FAQs, etc.) is accurate and up-to-date. Collaborate closely with the Product Development and QA teams to communicate customer feedback, identify emerging product issues, and prioritize bug fixes. Maintain a deep understanding of the BusPlanner software suite to assist the team with troubleshooting. Required Qualifications 2+ years of experience in a formal people management role within a technical support, customer service, or IT environment. Proven experience working with SaaS (Software as a Service) applications or proprietary software. Demonstrated ability to improve support processes, implement new tools, and define operational best practices. Excellent written and verbal communication skills; ability to communicate technical concepts clearly to both technical and non-technical audiences. A strong customer-centric philosophy and a passion for problem-solving. Proficiency with ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management). Nice to Have Experience in the EdTech or transportation/logistics industry. Experience with SQL databases or advanced troubleshooting of client-server applications. Post-secondary education in a relevant field (e.g., Computer Science, Business, IT Management). Seniority level Mid-Senior level Employment type Full-time Job function Information Technology and Customer Service Industries Software Development and Education #J-18808-Ljbffr
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Technical Support Manager
4 days ago
Southwestern Ontario, Canada Bloom Recruiting Full timeExecutive Recruiter at Bloom Recruiting 🌱 The Opportunity We are seeking an experienced and highly motivated Support Manager to lead and inspire our Technical Support team. This individual will be responsible for overseeing the daily operations of our support department, ensuring we deliver exceptional service, and maintaining a high level of customer...
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Senior Technical Support Specialist
3 weeks ago
Southwestern Ontario, Canada AspiringIT Full timeSenior Technical Support Specialist (Banking) This range is provided by AspiringIT. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range CA$30.00/hr - CA$35.00/hr Direct message the job poster from AspiringIT Job Title Senior Technical Support Specialist (Banking/Financial) Location Waterloo,...
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Technical Account Manager
4 weeks ago
Southwestern Ontario, Canada eSentire Full timeAbout eSentire eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. As the authority in...
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Technical Account Manager
3 weeks ago
Southwestern Ontario, Canada eSentire, Inc. Full timeAbout eSentire eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. As the authority in...
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Technical Account Manager
2 weeks ago
Southwestern Ontario, Canada eSentire, Inc. Full timeAbout eSentire eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. As the authority in...
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Southwestern Ontario, Canada Bloom Recruiting Full timeA reputable recruiting firm is hiring a Support Manager to lead their Technical Support team in Ontario. This mid-senior level role involves managing daily operations, coaching specialists, and fostering team cohesion. Ideal candidates should have 2+ years in people management within a technical support environment, exceptional communication skills, and a...
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Southwestern Ontario, Canada Bloom Recruiting Full timeA reputable recruiting firm is hiring a Support Manager to lead their Technical Support team in Ontario. This mid-senior level role involves managing daily operations, coaching specialists, and fostering team cohesion. Ideal candidates should have 2+ years in people management within a technical support environment, exceptional communication skills, and a...
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Technical Account Manager
3 weeks ago
Southwestern Ontario, Canada DigitalEd Full timeTechnical Account Manager DigitalEd is a fully remote global organization, headquartered in Waterloo, Ontario, Canada, with employees working remotely throughout the UK, USA, Australia, the Philippines, and Brazil. This position is open to candidates residing anywhere throughout Ontario, British Columbia, or Alberta in Canada. DigitalEd has a simple and...
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Technical Account Manager
2 weeks ago
Southwestern Ontario, Canada DigitalEd Full timeTechnical Account Manager DigitalEd is a fully remote global organization, headquartered in Waterloo, Ontario, Canada, with employees working remotely throughout the UK, USA, Australia, the Philippines, and Brazil. This position is open to candidates residing anywhere throughout Ontario, British Columbia, or Alberta in Canada. DigitalEd has a simple and...
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Technical Account Manager
3 weeks ago
Southwestern Ontario, Canada eSentire Full timeAbout eSentireeSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation.As the authority in...
