Bilingual Technical Support Team Lead

Staples Canada; Richmond Hill; Hybrid; CAD 85,000 - 105,000; Full time

Benefits offered by this job

Associate discount

Health and Dental benefits

RRSP/DPSP

Performance bonuses

Learning & Development programs

And more...

Job summary

Staples Canada is seeking a Technical Support Team Lead to supervise and grow a team of Technical Support Agents, delivering high-quality service to internal customers. You will coach, recruit, train, and manage performance while ensuring smooth daily operations and escalations handling.

The role requires weekend and after-hours availability for outages, and a strong French language capability to support a bilingual environment. Hybrid work with on-site Richmond Hill in Canada is expected.

Qualifications

• 2-3 years of leadership/supervisory experience in a technical field.
• 4-5 years in a customer service environment.
• Degree, diploma or certificate in a technical field is an asset.
• Proficiency in French language is required.
• Experience with enterprise IT hardware, software and systems.
• Experience with Help Desk/Call Center operations.
• Strong technical background to navigate multiple systems.
• Excellent interpersonal and communication skills.

Responsibilities

• Create and manage shift schedules for adequate coverage.
• Maintain knowledge articles to reduce recurring issues and improve first-call resolution.
• Manage response times, wait times, aging tickets, and service quality.
• Oversee IT incidents with proper prioritization and timely resolution.
• Generate reports on team performance for Sr. Manager.
• Develop and maintain a high-performance work team delivering quality service.
• Evaluate tools or technologies to enhance efficiency.
• Manage inventory with vendors and flag potential service impact.
• Provide clear, professional communication to diagnose and resolve issues.
• Support frontline operations across call queues and ticket triage.
• Attend product knowledge sessions and transfer knowledge to L1/L2.
• Keep current on issues and escalations; refer to Sr. Manager with proposed resolutions.
• Support outages by verification, communication, and aligning resources.
• Investigate ageing incidents and coordinate cross-functional resolution.

Skills

Leadership

Customer service

French fluency

IT knowledge

Help Desk operations

Communication skills

De-escalation skills

Education

Technical degree

Job description

Some of what you will do:

As the Technical Support Team Lead, you will be responsible for the supervision and development of a team of Technical Support Agents, providing quality support to our internal customers. You will inspire the team to deliver exceptional service to our internal customers through feedback, coaching and performance management. You will lead your team of direct reports, engaging in performance management, talent development, recruitment, and training. As a lead, you will support our high standards for customer experience by leading the daily operations of the Tech Support Operations team, acting as an impartial resource for service escalations and partnering with various cross functional teams to deliver a seamless customer experience. Be willing to work weekends, evenings, and available for after-hours support in the event of an outage.

Job Description

Specifically, You Will

• Create and manage shift schedules to ensure adequate coverage for support services.
• Create, modify, and maintain knowledge articles to minimize recurring technical issues and improve first-call resolution.
• Ensure high customer satisfaction by managing response times, average wait time, ageing tickets, and quality of support services.
• Oversee and manage all IT incidents, ensuring proper prioritization and timely resolution.
• Generate and update reports on support team performance and review them with Sr. Manager.
• Responsible for developing and maintaining a high-performance work team that delivers remarkable service.
• Evaluate and recommend tools or technologies to enhance support efficiency and effectiveness.
• Manage inventory levels and disruptions with vendors and notify Sr. Manager if service impact is anticipated.
• Provide a positive experience by leveraging strong and professional communication skills, thoroughly understanding the problem, and systematically and efficiently diagnosing and resolving the problem using approved processes.
• Support frontline operations as required, including but not limited to call queue, handling/creating technical support tickets, triaging inbound contacts across multiple service paths, etc.
• Attend product knowledge sessions, and transfer knowledge to L1 & L2 (knowledge articles, one-on-one training, or team training sessions) as appropriate.
• Keep current on customer issues and technical escalations, refer recurring or high-risk situations to the Sr. Manager with proposed resolution and partner to resolve.
• Support chain wide outages by assisting with verification, sending communication, and or aligning L1 resources to support recovery plans.
• Investigate ageing incidents and escalations and work with cross-functional teams to resolve. Refer recurring or high-priority incidents to the Sr. Manager with the proposed resolution and partner to resolve them.

Some Of What You Need

• 2-3 years of leadership/supervisory experience and in a technical field
• 4-5 years in a customer service environment
• Degree, diploma or certificate in a technical field an asset.
• Proficiency in French language is required.
• Information technology hardware, software, and related systems in an enterprise environment.
• Help Desk/Call Center operations and administration.
• Strong technical background ability to navigate various systems and tools.
• System utilities, features, installation, maintenance procedures and diagnostic techniques
• Demonstrate interpersonal and communication skills in working with users to interpret and provide appropriate solutions.
• Strong communication and customer service skills.
• Ability to de-escalate customer concerns by leveraging empathy, logic and superior soft skills.

Physical Demands/working Conditions

• Office environment – Hybrid, with 4 days onsite in Richmond Hill, subject to the hybrid policy.

Some of what you will get:

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...

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About Us

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.

About The Team

At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We're looking for curious, approachable, and passionate individuals who love finding solutions. If that's you, let’s work, learn, and grow together.

We are building an inclusive and diverse team

Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.