We are looking for: Technical Support Team Lead
About us:
Inovatec is an exciting growth company based in Burnaby, BC, established in 2006. We are North America’s leading provider of cloud-based software solutions for the automotive, motorcycle, powersports, and equipment financing industries. Our solutions are used by some of the largest banks, credit unions, and finance companies in Canada and the U.S.
At Inovatec, we foster a diverse and inclusive environment that encourages collaboration where we grow together and win as a team. It’s important that we live up to our four core values: make sound decisions, get better every day, find a way, and we before me. We thrive by challenging the status quo to push the industry forward, and we know when to have fun! With team members across North America and Europe, we’re committed to investing in the development of our team, no matter where they’re located.
This is an opportunity to join a passionate group of innovators at a fast-growing company: over the last 5 years, we have more than doubled in size, and we expect to double again in the next 5 years. This position will be an integral part of our Support team as we head into the next phase of our growth.
Job Summary:
Reporting to the Technical Support Manager, the Technical Support Team Lead’s primary role is to provide support to and coordinate the activities of the Technical Support Team. The Technical Support Team Lead will monitor Agent performance and look for areas of opportunity to train on and assist with. The Technical Support Team Leadwill also monitor queue SLAs and ensure that staff are working in the proper areas to achieve maximum performance.
The Technical Support Team Lead will have up to eight Technical Support staff members reporting to them directly and will be responsible for coaching and development of those staff members.
The Technical Support Team Lead is also an advocate for their team and will work to escalate issues that their team is unable to gain traction on. The Technical Support Team Lead will have rapport built with staff and leadership in other departments that will promote cooperation during critical times in which partnership is needed.
The Technical Support Team Lead will direct Agents on which queue and contact channel they should be working on based on queue volume, SLAs and priority. To effectively understand where Agents are needed and when, the Product Support Team Lead will regularly pull reports and make decisions based on numerical fact in addition to intuition and judgement.
The Technical Support Team Lead is a champion of the business and has a knowledge of the operations of the Support Team that upper management will not have due being into the detail of operating the business. Because of this, the Technical Support Team Lead will look for ways to improve the overall operation of the team and will make intelligent, calculated, well presented suggestions on how the team can improve.
Lastly, the Technical Support Team Lead will perform all aspects of the Technical Support Specialists role when needed based on volume.
Responsibilities:
- Conduct bi-weekly 1on1 coaching sessions with staff
- Evaluate, through industry standard QA process, the quality of tickets produced by staff
- Create development plans, utilizing Inovatec extensive Training resources, for staff to increase performance.
- Create career plans for staff to achieve their career goals
- Monitor business metrics
- Assess Agent performance metrics
- Possess a full understanding of the metrics that drive the business and an understanding of how influence them.
- Responsible for the overall performance of the team
- Responsible to monitor agent performance and train where needed
- Responsible to monitor queues in all contact channels and make the appropriate changes to achieve SLAs
- Ensure that Agents are working in the correct contact channels based on skill and need
- Monitor tickets of high priority or are approaching SLA to ensure that they are being handled properly
- Take over escalated Customers
- Troubleshoot issues related to product configurations and settings
- Train Customers on product usage
- Monitor queues and establish case priority
- Maintain an established Average Handle Time for all contact channels that Inovatec Supports
- Maintain an established Customer Satisfaction Score based on responses to surveys sent after cases are closed as resolved
- Properly escalate issues that are outside of Support Boundaries
- Great and communicate with Customers using pre-established scripting when appropriate
- Properly log interactions with Customers and incidents as cases in the Inovatec ticketing system
- Work with the members of the various other teams to support the objectives and SLA deliverables of the Business and Operations Teams
- Other duties as assigned
Requirements:
- 2+ years of hands-on experience in Leadership\Supervisory capacity – preferably in a contact center.
- 2+ years of hands-on experience in providing excellent customer service and technical support in a high volume Technical Help Desk
- Excellent phone, email skills and deskside etiquette
- Excellent verbal and written communication skills
- Extensive experience in tracking and documenting issues via a helpdesk system
- Proven ability to investigate and analyze information to derive solutions to problems
- Excellent time management and attention to detail
Qualifications:
- Bachelor degree or certificate in computer related discipline or the equivalent technical experience
- Minimum of two years’ experience in technical support role
- Familiarity with SQL databases and query writing
- Familiarity with Salesforce (an asset)
Our core values:
Make sound decisions: We put ourselves in our customer's shoes, always ensuring we have the right facts and focus on solving the right problems.
Find a way: No matter the challenge, we overcome hurdles, seek out solutions, and follow through on commitments to consistently exceed expectations.
Get better every day: With our growth mindset and positive attitude, we apply our passion for innovation not just to our products, but also to ourselves.
We before me: Our collaborative spirit pushes us to act without ego, to communicate openly and honestly, and to win as a team.
What we offer:
- Long term, full-time employment (8 hours per day, Monday-Friday) in an office in Belgrade (during COVID-19 we can work from home, work from the office is an option if you adhere to all health and safety on work measures)
- Growth potential
- Opportunity to be part of a highly talented, professional and friendly team in a dynamic working environment
- The ability to use cutting edge technologies
- Excellent working conditions and equipment
- Further professional development
- Relaxed, casual and stress-free, yet professional working environment
- Very competitive salaries and performance-based bonuses
- Private health insurance
- Private pension
- Fully covered sick leave
- Udemy for business account
- All benefits paid pursuant to relevant Serbian laws
- Soft drinks, tea, coffee
- Social activities and a very friendly working environment
