Technical Support Manager

Company name: Thorens Solutions – Headhunters
  • Activity area : Technologies

  • Salary : Salary around 80 000$ to 100 000$ based on experience

  • Job type : Permanent - Full time

  • City : Toronto, Canada OR Montreal, Québec

Company description

Our client is a large provider in the telecommunication industry in providing fiber-optic internet, TV, private networks, cloud connect services and much more to residential and business companies across Toronto and Montreal.

Job description

The Technical Support Manager supervises the day- to-day operations of the Technical Support teams in Ontario and Quebec, which includes the Technical Support Representatives, Senior Technical Support Representatives and the Technical Support Supervisors for optimal resource management.

Tasks and Responsibilities

·       Ensures all technical issues (via email, phone or chat) are responded to and resolved in a timely manner;

·       Responds to all escalated support calls for commercial & residential;

·       Takes a leadership role and acts as a liaison between other departments and the customers ensuring all issues are dealt with in a timely manner;

·       Implement best practices and standardize help desk processes to provide exceptional customer service and deliverables;

·       Ensure helpdesk software is maintained and regularly evaluated and updated for overall effectiveness;

·       Develops and maintains Quality Assurance Targets through phone and helpdesk monitoring;

·       Reports operations achievements and progress to the Executive Management team on a regular basis;

·       Improves technical support experience for customers by studying, evaluating and redesigning processes by establishing and communicating service metrics, monitoring, analyzing results and implementing changes.

·       Create and maintain technical documents that illustrate standard operating procedures, metrics and key performance indicators;

·       Maintain inventory control of technology equipment;

·       Responsible for Employee Relations including but not limited to: training, personal development, assigning duties & tasks, setting performance goals, conducting performance reviews, scheduling & approving time away requests from Dayforce, motivating, coaching/mentoring, delivery of disciplinary action, recruitment and terminations.


·       Post-secondary degree or diploma in Business, Technology or Communication is preferred but not required

·       3-5 years of relevant work experience in Technical Support role

·       1-2 years of relevant work experience in Managerial Role

·       Must have experience working in a Call Centre Environment

·       Must have valid Driver's License

·       Excellent English written and verbal & functional in French

·       Knowledge of Telecommunications (VoIP, Internet & IPTV).

·       Maintain current knowledge of industry trends, concepts, practices and procedures and potential impact on business.

·       Exceptional Customer Service Experience

·       Technical analytical and interpersonal skills

·       Teamwork

Work conditions

·       Permanent position, full time;

·       Salary between 85 000 to 100 000$ depending on experience

·       Insurance

·       Vacation

·       5 Personal days

·       Driver’s license needed

·       KM compensated

Note : The masculine is used to lighten the text without prejudice to the feminine form.

This offer has already been filled.