Ontario Technical Support Manager

Job Summary

A company is looking for a Manager, Technical Support to lead a team of Technical Support Specialists in solving complex customer issues.

Key Responsibilities

• Manage a team of Technical Support Specialists, providing necessary tools and support for problem resolution
• Monitor metrics and translate data into coaching and process decisions
• Identify patterns in support tickets and advocate for product and process improvements

Required Qualifications

• 5+ years in Technical Support, including 2-4 years in a management role
• Proven experience in a mentorship capacity within a customer-facing team
• Experience using AI tools to enhance support functions
• Zendesk experience preferred
• Experience in recruiting and hiring is a plus