Full-time

Technical Support Director

Montréal, Canada

Inoria (formerly Quovim C3) is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation and integration services. Agile, personable and human-centric, Inoria builds authentic relationships and champions success through inspired guidance, collaboration and innovative solutions.

More than contact center expert consulting, Inoria is about enriching the customer experience.

Why we need you:

The main purpose of the Technical Support Director  role at Inoria is to manage the technical support team effort through leading, mentoring and guiding its members as well as effectively managing the workload and schedules of the team while enabling professional, customer-driven technical support services. The director will be working closely with the sales team to develop new services and promote Inoria offering and support and manage services.

 

Principal tasks and responsibilities include:

  • To coach, guide and mentor all members of the Customer support team
  • To manage all day-to-day activity of the Customer support team including attendance management, recognition, conflict resolution, resource allocation and optimization
  • To approve overtime requests as well as weekly timesheets
  • To assist in setting of expectations and goals for all Customer support team members as well as in conducting all formal evaluations (formal meetings in collaboration with the EVP, informal monitoring and feedback throughout the year independently)
  • To represent the Customer Service team during management and operational meetings as well as in front of clients
  • To optimize the technical support team communication and collaboration
  • To organize and facilitate regular team meetings in order to revise open tickets and ensure correct and timely delivery
  • To participate in the recruitment process of new members of the technical support team
  • To onboard and integrate new members of the technical support team
  • To regularly follow up with clients in order to gauge the level of satisfaction and apply corrective or improvement measures when necessary
  • To set appropriate client expectations and fulfill clients’ commitments
  • To effectively manage schedules of all team members in order to ensure superior quality technical support during regular hours as well as after hours
  • To work directly with the PMO team in order to identify and manage change requests the technical support team can directly facilitate
  • To support the PMO team from the technical support perspective before deployment as well as during golives
  • To manage escalated after hours support calls and prevent further escalation whenever possible
  • To lead and participate in the development of internal processes
  • To lead and participate in team projects that enhance the quality and efficiency of support services.
  • To support sales Team on new opportunities (Supports contracts & manage services contracts)
  • To develop offering around cloud-based solutions

Qualifications and pre-requisites

  • Knowledge of a helpdesk software such as Zendesk or Jira
  • Knowledge of a contact center software is an asset
  • Bachelor’s degree or Certificate in Computer Science or related field
  • Strong communication and presentation skills
  • Solid leadership skills
  • Ability to mentor and desire to grow and develop others
  • Desire to continually enhance technical and professional skills
  • Bilingualism in English and French is essential
  • Previous experience in a leadership role

Application

Interested?
Apply now.

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