Tech Support Center Lead — Hybrid

ARxIUM INC; Winnipeg; Hybrid; CAD 75,000 - 105,000; Full time

Benefits offered by this job

Medical, dental and vision benefits or

Health Spending Account

Company-paid life

RRSP/DPSP

Flexible work schedule and generous PT

Employee referral program

Competitive salary

Job summary

ARxIUM INC., a leader in pharmacy automation, seeks a Supervisor of the Technical Support Center in Winnipeg. You will lead a team, manage escalations, and collaborate with cross-functional groups to ensure timely issue resolution and high service levels.

Ideal candidates will have 3–5 years in technical support, 1–3 years in supervision, and strong CRM/ticketing experience. Hybrid work model with competitive benefits offered.

Qualifications

• Bilingual English/French is an asset.
• Experience with CRM and ticketing systems.
• Strong technical and customer service background.

Responsibilities

• Supervise Technical Support Representatives and set KPIs.
• Lead regular one-on-one and team performance reviews.
• Monitor productivity, quality, attendance and schedules.
• Create development plans to improve skills.
• Support recruitment, onboarding, and training.
• Foster a positive customer-focused culture.
• Manage day-to-day help desk operations to meet SLAs.
• Coordinate escalations across Tier 1-3 and Eng/Field Service.

Skills

CRM experience

Remote support

Microsoft Office

Windows OS

Networking concepts

SQL

Oracle

Power BI

Report Builder

Leadership

Education

Associate's or Bachelor's degree

3-5 years in technical support

1-3 years supervisory experience

Experience leading customer-facing teams

CRM/ticketing/knowledge management familiarity

Tools

Dynamics 365

Job description

ARxIUM INC., a leader in pharmacy automation, seeks a Supervisor of the Technical Support Center in Winnipeg. You will lead a team, manage escalations, and collaborate with cross-functional groups to ensure timely issue resolution and high service levels.

Ideal candidates will have 3–5 years in technical support, 1–3 years in supervision, and strong CRM/ticketing experience. Hybrid work model with competitive benefits offered.