Technical Support Team Lead/Tier 2

As a Technical Support Team Lead and Tier 2 Support, your pivotal role addresses intricate and escalated technical challenges that veer away from standard procedures. Your proficiency and innovative approach are vital in delivering advanced technical resolutions to our valued customers.

You will lead a team of 4-8 Tier 1 Technical Support Specialists in Canada and in Mexico and work closely with our Engineering, Finance, and Customer Success teams. We value collaboration, data-driven decisions, and continuous improvement. Your duties encompass resolving demanding issues, crafting scripts, fine-tuning packages and configurations, and tackling global-level concerns that impact numerous users and accounts. Knowledge of Spanish is a great advantage.

This multifaceted role not only demands technical prowess but also entails leadership, administrative, and shipping responsibilities. By seamlessly integrating these facets, you play a pivotal role in ensuring the smooth functioning of support operations while upholding the highest standards of customer service excellence.

Key Responsibilities:

Strong quantitative skills - can calculate and explain support metrics

Ability to identify trends and anomalies in support data

Root cause analysis methodology (5 Whys, Fishbone, etc.)

Escalation Handling: Deal with escalated cases and non-standard issues that cannot be resolved at the Tier 1 level. Use your advanced technical knowledge to provide creative solutions.

Business Logic Expertise: Possess a deep understanding of the business logic and solutions within Locate. Apply this knowledge to troubleshoot and resolve complex issues effectively.

Expert BO User: Utilize BO tools with expertise to diagnose and address issues that go beyond standard procedures. Extract and analyze data to identify and solve problems.

Advanced Troubleshooting: Use your advanced critical thinking and problem-solving skills to address issues not covered by standard procedures or scripts.

Create reusable diagnostic scripts (SQL queries, API calls, AI prompts)

Maintain runbooks that AI tools can reference

Build automation for repetitive tasks (status checks, data collection)

Contribute to T1 self-service toolkit

Package and Configuration Expertise: Demonstrate advanced knowledge in the interchange or modification of packages, services, and configurations to meet specific customer needs.

Tool Access: Utilize tools available in BO, Locate, and select provider portals to aid in issue resolution and system improvements.

Global Issue Resolution: Address issues on a device level and sometimes on a global level, such as all devices under one class or all accounts and users. These escalated cases may have the potential to affect multiple users or high-priority accounts.

Operational Tasks and Projects: Handle operational tasks and contribute to projects aimed at improving support processes, customer experience, and product development.

Product and Feature Development: Assist with the development of new products and features by providing valuable insights and feedback from a technical perspective.

Device Testing for RMA: Conduct device testing as part of the ticket resolution process, ensuring accurate RMA (Return Merchandise Authorization) procedures are followed.

Deactivation Report Forensic Vetting: Analyze deactivation reports in detail to identify any irregularities, fraud, or anomalies. Ensure accuracy and compliance with policies.

Reporting to CS: Provide regular reporting to the Customer Experience Team regarding deactivations, issues, and resolutions, helping to enhance the overall customer experience.

Escalate product or feature-related issues and feedback to Tier 3 (T3) members when necessary, facilitating the development of more comprehensive solutions.

Team Leadership

Provide guidance and supervision to Tier 1 representatives on ticket management, resolution speed, and quality.

Conduct training sessions for Tier 1 representatives on new solutions, processes, and escalations.

Assume leadership roles for the development of Tier 1 representatives.

Gather product feedback from Tier 1, synthesize it with your experience in handling technical escalations and customer feedback, and log and forward these as full business cases.

Technical support process improvement

Organize and update processes within Technical  support.

Continuously review Technical Support team processes and suggest improvements, channeling suggestions properly

Escalate cases beyond your scope of resolution to Engineering team

Finance liaison:

Supervise billing processes and liaise with the finance department for reports and anomalies related to overdue invoices, unpaid invoices, and billing discrepancies.

Partner with Finance for BO alignment, cleanup, automation, and report accuracy.

Product shipment management:

Subscription setup and order review in collaboration with Customer Success, Implementation Specialists, and Account Executives.

Ensure all necessary details for shipping hardware, accessories, and features are provided.

Create shipping tags for RMA’s and update BO ERP system with shipping steps up to customer notification.

Data-driven Support leadership:

Own support team KPIs and present weekly metrics review

Use data to identify coaching opportunities for T1 team

Correlate support metrics with business outcomes (churn, NPS, expansion)

Recommend process changes backed by data evidence

Skills 

Advanced Technical Knowledge: Proficiency in troubleshooting complex technical issues and providing creative solutions beyond standard procedures.

Business Logic Expertise: Deep understanding of business logic and solutions within the Locate platform to effectively troubleshoot and resolve issues.

Proficiency with Back Office (BO) Tools: Mastery of BO tools for diagnosing and addressing issues, extracting and analyzing data.

Global Issue Resolution: Capability to address issues on both device and global levels, with an understanding of their potential impact on multiple users or high-priority accounts.

Critical Thinking and Problem-solving: Advanced critical thinking skills to address issues not covered by standard procedures or scripts.

Script Creation: Ability to create scripts and documentation to standardize and streamline future issue resolutions.

Package and Configuration Expertise:

Advanced knowledge in modifying packages, services, and configurations to meet specific customer needs.

Tool Access and Utilization: Ability to utilize various tools available in BO, Locate, and provider portals to aid in issue resolution and system improvements.

Leadership and Supervisory Skills: Experience in providing guidance, supervision, and training to Technical Support Specialists.

Effective communication skills to handle escalations and provide clear diagnosis to customers and handle escalations.

Collaboration: collaborate with cross-functional teams, escalate issues to the Engineering team and provide regular reporting to the CS team.

Administrative Proficiency: Ability to organize and update processes within Tier 2 support, review and suggest improvements for Tier 1 and Tier 2 processes, and escalate cases beyond personal resolution to Tier 3.

Billing Supervision and Liaison

Experience in supervising billing processes, analyzing reports, and liaising with the finance department to address billing anomalies and ensure accuracy.

Adaptability and Flexibility: Ability to adapt to changing priorities, handle multiple tasks simultaneously, and effectively manage time and resources.

Attention to Detail

Thoroughness in analyzing deactivation reports, identifying irregularities, fraud, or anomalies, and ensuring accuracy and compliance with policies.

Continuous Improvement Mindset: Willingness to continuously review processes, suggest improvements, and actively contribute to projects aimed at enhancing support processes and customer experience.

Education and Language skills

Diploma in IT, Electronics or Engineering

KNOWLEDGE OF SPANISH IS A GREAT ADVANTAGE

Terms of Employment

Full time

$60-70,000 CAD per year

Benefits

Dental care

Extended health care

Paid time off

Schedule:

Monday to Friday

40 hours per week

We recognize people to be a cornerstone of our continued success and offer long-term careers and competitive compensation packages and a great place to work, combined with the opportunity for personal and professional growth.