Company overview : Mi9 Retail is a high growth software company that enables the world’s leading retailers to automate and optimize their entire Plan-to-Sell® process, from planning to managing to selling merchandise in-store, online, and on any device.
Role Overview : Mi9 Retail is hiring a Technical Client Support Team Lead. The ideal candidate will combine past experience in troubleshooting complex hardware, software, and database platforms issues and escalated cases.
Leading a team to identify and reach effective outcomes is crucial for this role. The candidates who will be most successful will demonstrate high self-motivation, focus, energy, flexibility to work some weekend shifts, great leadership and management skills, and the ability to work effectively in a fast-paced environment.
This role will be based out of Toronto, Ontario, Canada. This role could also be based out of our office in Miami, FL.
What you’ll be doing :
Provide support to customers through various channels, including telephone, email, or other media
Serve as subject matter expert by developing a deep knowledge of MI9’s range of enterprise products
Serve as an escalation point for clients and internal staff regarding support issues.
Review complex problems and gather diagnostic data and other relevant information
Review all team incidents to ensure issues are resolved in a timely manner as per established Service Level Agreements
Own and be accountable for issues until resolution, including setting appropriate customer expectations, monitoring progress on referred problems, keeping customers apprised of progress, and collaborating with other teams as needed
Regularly assess team member's performance and areas of knowledge to promote continuous improvement.
Mentor and drive the technical growth of the team members.
Provide yearly performance reviews of direct reports
Responsible for Workload balancing of team members.
Maintain team's quarterly on-call scheduling
Ensure team is consistent and transparent during issue resolution by maintaining accurate and complete records of phone calls, documenting solutions to issues reported, and empower clients by posting client-facing FAQs and Knowledge base articles
Collaborate with managers and other departments to improve communication and unify processes across the business.
What you bring to the table :
Experience with programming languages such as Java, Visual Basic or C#, relational databases such as Oracle or SQL, and MS-Windows operating systems
Flexibility to work some weekly and weekend on-call shifts
Exceptional verbal and written communication skills
Strong analytical and critical thinking skills
Proficiency in troubleshooting computer hardware, software, and database platforms
Proficient with Microsoft Office Products
Conceptual understanding of .NET development / support / operations
4+ years of knowledge writing MS SQL Server queries and stored procedures in SQL Server Management Studio (SSMS)
Ability to coach and mentor team members through complex troubleshooting sessions
Pluses : prior experience in the retail industry or working at a help desk; experience with MicroStrategy analytics; integrating data using SQL Server Integration Services
Bachelor’s Degree in Engineering / Computer Science or related field, or two years related experience. An equivalent combination of experience and education will be considered
What you’ll get in return :
The opportunity to wear many hats, gain versatile skills, and be part of a high-energy, high-impact team. The freedom to pave your career path and accelerate your growth in an organization that is flat and nimble
You will get to drive the adoption of new digital technologies that are transforming the ways retailers interact with their customers and improve their operations
Ability to develop and hone your foundational technical skills as you build toward a career in Support, Development, or Technical Consulting.
Benefits and other perks : Hybrid office policy with remote working capabilitiesVacation paid time offRegistered Retirement Savings Plan (RRSP) with company match100% Company-paid Medical, Dental, and Vision Insurance for you and your dependents 100% Company-paid Life InsuranceEducation & Learning stipend for personal growth and development