Job Title

Must haveAdvanced technical expertise in troubleshooting complex issuesComprehensive understanding of business logic and solutions within the Locate platformProficiency in Back Office (BO) tools for diagnostics and data analysisAbility to address issues at both device and global levels, affecting multiple users or high-priority accountsStrong critical thinking and problem-solving skills for non-standard issuesCapability to create scripts and documentation for streamlining resolutionsExtensive knowledge in modifying packages, services, and configurations for customer needsExperience in providing leadership, guidance, and training to Technical Support SpecialistsExcellent communication skills for handling escalations and conveying diagnoses to customersExperience collaborating with cross-functional teams and providing regular updates to the Customer Success teamStrong organizational skills to improve Tier 2 support processes and escalate cases appropriatelyProven experience supervising billing processes and liaising with finance to resolve discrepanciesAdaptability to changing priorities while effectively managing time and resourcesAttention to detail in analyzing reports for irregularities and ensuring complianceContinuous improvement mindset to review processes and suggest enhancementsDiploma in IT, Electronics, or EngineeringKnowledge of Spanish is a distinct advantageResponsibilitiesAddress complex technical issues escalated beyond Tier 1 supportLead and supervise a team of 4-8 Tier 1 Technical Support SpecialistsCraft reusable diagnostic scripts and maintain reference runbooks for AI toolsHandle operational tasks and contribute to ongoing projects aimed at enhancing support processesPopulate reports detailing deactivations and issues for the Customer Experience TeamConduct training for Tier 1 representatives on new solutions and processesAnalyze deactivation reports to identify anomalies and ensure policy complianceCollaborate with Finance on billing processes and ensure report accuracyDevelop automation for repetitive tasks to increase efficiencyAssist in product feature development by providing technical insightsUtilize BO tools to extract and analyze data for troubleshootingEnsure accurate RMA procedures are followed during device testingRecommend process improvements based on data analysisProvide regular updates on team performance metrics and KPIsFacilitate the integration of feedback from Tier 1 representatives in product development discussionsCompanyWe are a forward-thinking company dedicated to providing exceptional technical support to our customers. As a full-time Technical Support Team Lead, you will receive a competitive salary of $70,000 CAD annually, along with benefits such as dental care, extended health care, life insurance, and paid time off. Our workplace promotes collaboration, continuous improvement, and personal growth within a supportive team environment. Our offices are located in Canada and Mexico, where we value every team member as a key contributor to our ongoing success. #J-18808-Ljbffr