AI-Powered Tech Support Operations Lead

Flexera; Canada; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading software solutions firm in Canada is seeking an experienced operations or technical support engineer. Your role will involve leading initiatives to improve processes and technology in support, analyzing performance metrics, and managing customer satisfaction feedback. Strong proficiency with Salesforce.com Service Cloud, and a Bachelor's degree in a related field is required. Join a dynamic team dedicated to continuous improvement and customer orientation, with opportunities for growth and flexibility in a global environment.

Qualifications

• Minimum of 5 years of experience in an operations role or technical support engineer role.
• Strong proficiency with Salesforce.com Service Cloud and familiarity with Atlassian Jira & Confluence.
• Excellent analytical, organizational, and communication skills.

Responsibilities

• Participate in and lead initiatives focused on improving people, processes, and technology within the support organization.
• Monitor and analyze support metrics to evaluate performance and implement strategies for continuous improvement.
• Manage the Customer Satisfaction (CSAT) survey process and leverage feedback for team enhancements.

Skills

Analytical skills

Communication skills

Organizational skills

Salesforce.com Service Cloud

Familiarity with Atlassian Jira

Experience with key business metrics

Education

Bachelor's degree in business management, computer science, information technology, or a related field

Tools

Salesforce.com

Atlassian Jira

Confluence

Power BI

Microsoft Excel

PowerPoint

SharePoint

Job description

A leading software solutions firm in Canada is seeking an experienced operations or technical support engineer. Your role will involve leading initiatives to improve processes and technology in support, analyzing performance metrics, and managing customer satisfaction feedback. Strong proficiency with Salesforce.com Service Cloud, and a Bachelor's degree in a related field is required. Join a dynamic team dedicated to continuous improvement and customer orientation, with opportunities for growth and flexibility in a global environment.