Technical Support Lead
Greater Montreal (Metro Longueuil), CA
6d ago

Position : Full-time, permanent.Start date : As soon as possible.

Here's what we do and why we do it.

Simply put, we will work together to simplify businesses' IT with cloud technology so they can focus on what really matters, making people’s lives better.

Discover how we do that here :

Here's how you will contribute to the success of the company.

Our team goal is to make sure people use the best tools to work efficiently. You will contribute to this goal by ensuring planning, coordination, and leadership for one of our Technical Support teams.

Succeeding in this role involves promoting a positive work environment focused on people and teamwork. To do this, you will collaborate with all of Sherweb’s departments.

Here's what your day-to-day will look like in this role.

  • Assure customer satisfaction by respecting Sherweb’s high-quality standards
  • Act as the main contact for your team in the support of their technical cases
  • Provide coaching and share your knowledge with your team members to develop their competencies
  • Prepare the employees' work schedules and coordinate the workload and the distribution of tasks
  • Manage your team members' performance (evaluations, meetings, disciplinary cases) in collaboration with your management team to reach corporate goals
  • Be aware of the market's best practices and participate in the continuous improvement of procedures, technical processes and technologies
  • Manage support cases involving unsatisfied customers
  • Oversee change management in your department
  • Here's what you need to have and master to get the job.

  • College / university diploma in Business Administration, Computer Science or any combination of relevant studies and experience
  • Minimum of 5-year experience in management or staff coordination
  • Impeccable written and oral English and French skills are essential
  • Knowledge of Exchange, SharePoint, other Microsoft Office 365 apps or Cloud PBX is an asset.
  • You have an excellent sense of customer service
  • You show leadership and are results-oriented
  • You can work under pressure and you manage stress well
  • You bring people together and favour teamwork
  • If you have these skills, you will fit right in with us.

  • Communication skills Why? Because you will be expected to explain and vulgarize concepts by adapting the style and content of your messages to your audience (whether it’s internal client, external clients or your teammates).
  • Organization and resourcefulness Why? Because we don’t believe in micromanagement. You will need to figure out solutions on your own by using your skills, your knowledge and any relevant information you can get your hands on.
  • Problem-solving skills Why? Because when you will face a problem, you will first analyze the information before identifying the possible causes.
  • You will then explore and implement the most efficient and logical solutions.

  • Adaptability Why? Because our industry evolves constantly. You will have to adjust your thinking and methods to better suit new or unplanned situations (whether it’s for your daily tasks or your work environment).
  • Here's what you can expect from us. True leaders raise their people because they genuinely care. They use their decision-making and delegation skills to create environments where autonomy, resourcefulness, collaboration and self-directed learning are central.

    Our leaders feel accomplished when their people are proud of their work. We believe a true leader works for his team and not the other way around.

    We also believe work should not be the only source of fulfillment. We will provide you with proper compensation, job security and schedule flexibility to help you balance all that matters in your life.

    This is our team philosophy.

    Humans were built to help each other. What unites our team is the sense of purpose we get from helping one another and our customers.

    That's who we are, not just what we do. If you share this philosophy, you might just be one of us. Send us your resume to tell us your story. Share

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