Technical Support Manager
Versature
Ottawa, ON
4d ago

Versature is Canada’s largest VOIP provider, serving small, medium and enterprise customers across the country with an award-winning customer experience.

Versature is part of the Net2Phone global brand that provides business phone service to countries around the world and we’re looking for someone to manage our Canadian Technical Support department as we continue to grow our business.

As our Support Manager, you have an opportunity to really leave your mark on our team and our customers. We’ve grown considerably over the past few years and our growth plans aren’t stopping anytime soon.

We’re looking for someone who can scale this department, and not only maintain our high levels of customer service, but improve upon them.

This is an opportunity to mentor eager and dedicated technicians and work with a loyal, Canadian customer base.

Day-to-Day :

  • Assist our Technicians who are supporting customers via phone, email and chat
  • Monitor live queue activity and phone calls
  • Collect performance data to review with each Technician
  • Evaluate departmental efficiency and identify and implement improvement strategies
  • Review case activity and adjust agent priorities as needed
  • Collaborate with Sales, Onboarding and Customer Success departments to solve any technical issue a customer may have
  • Own new features through quality assurance testing and implementation
  • Assist Technical Writers with the creation and updating of internal and customer-facing documentation
  • What we’re looking for :

  • Previous management experience, preferably in a call center environment
  • Strong technical and troubleshooting skills
  • Experience collecting and analyzing data
  • A desire to mentor career-focused Technicians
  • Extreme customer service and a proven ability to work cross-functionally
  • Positive attitude and motivation to exceed targets
  • Organized approach to task management
  • Short-term strategy to reach long-term goals
  • What we consider to be an asset :

  • Bilingual (english / french)
  • Salesforce experience
  • Networking and / or SIP experience
  • Prior experience scaling a team in a SaaS environment
  • Call centre experience in a high volume environment
  • What we bring to the table :

  • Collaborative culture, shared goals and a customer success philosophy across all departments
  • Opportunity to work for the Canadian Telecom Employer of Choice - Best Business in 2015 and one of Ottawa’s Fastest Growing Companies in 2017 (among other amazing kudos!)
  • Strong work / life balance
  • Winter hockey rink and summer patio in the backyard
  • Foosball all year round
  • Team BBQ’s and Beer o’clock Fridays
  • $2000 in health & wellness benefits
  • The latest and greatest in terms of tools and technology to help you be successful
  • Our Support Team works out of our Ottawa office and helps our customers Monday to Friday between 8 : 00 a.m. and 6 : 00 p.

    m. EST. We also provide 24 / 7 on-call support for emergencies. This is an in-office role, however we are currently operating remotely due to Covid-19.

    Versature welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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