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(Remote) Customer Support Team Lead

Ottawa, ON
Full Time
2 days ago
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.

This remote role welcomes candidates anywhere in Canada and the US. The successful candidate must be comfortable working in the EST zone.

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
  • Experience with SQL
  • 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 would 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.
Customer Service and Support