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.

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.

·       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

·       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