Project Engineer II, LBTS
Seaspan
Customer Support Team Lead (Remote)
at
N. Harris Computer Corporation - CAD
Ottawa
*Job brought to you by eQuest
This job has expired.
Posted in General Business
almost 2 years ago
*Job brought to you by eQuest
This job has expired.
Job Description
Silverblaze is looking for a Customer Support Team Lead who has experience working with client-facing teams, as well as Product and Engineering teams to ensure customer escalations are handled optimally. This role manages a team of support specialists who enable customers and internal teams with a focus on technical and product acumen and judgment. This role works across leadership and stakeholders to ensure customer issues are resolved in a timely and customer-first way and providing excellent coaching and mentoring to the Support team.
What your impact will be:
Serve as the primary escalation point for external\internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner
Provide consistent oversite on service tickets progress to ensure customer timelines and expectations are managed
Collaborate closely and effectively with other departments
Accountable for the team's delivery of timely and accurate solutions to customers
Ensure depth and breadth of technical skills are maintained across the team to support customer demand
Develop, implement, and continuously improve process documentation for the support team
Engage with team and provide coaching, problem solving and enablement where necessary
Assist in troubleshooting support and implementation issues when appropriate
What we are looking for:
5+ years proven experience working within a software support environment
High level of expertise supporting websites in different network topologies
Professional understanding of Microsoft Internet Information Services (IIS)
Professional understanding of network protocols and services like DNS, TCPIP routing, web domains
Solid grasp of server and Windows domain administration
Solid grasp of online payment technologies, protocols and guidelines
Sound knowledge of software troubleshooting techniques with a high focus on first call resolution
College Diploma in Computer Science or equivalent industry experience
What will make you stand out:
Experience with Remote Desktop Services/RemoteApp
Experience with SQL Server Management Studio, Firewalls, Load Balancers, networking
Experience with multiple remote access tools & techniques such as WebEx, remote desktop, VPN
E-Commerce, Payment Processors
Customer Service Training or Certification
Dot Net Nuke, Apache, Tomcat, HTML, ASP.NET
Experience in IT Support of the Public Utility Industry
What we can offer:
Career growth opportunities
Flexible work conditions
3 weeks' vacation and 5 personal days
Comprehensive Medical, Dental and Vision coverage from your first day of employment
Employee stock ownership and RRSP matching programs
Lifestyle rewards
About us:
SilverBlaze is an award-winning software innovation, development and consulting firm. Founded in 1999, SilverBlaze provides utility companies with value-focused, highly customizable web customer portal and smart forms software.
Click here to learn more about SilverBlaze.
This job has expired.