Tech Support Team Lead
Mi9 Retail
Toronto, Canada
il y a 2j

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

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