Client Solutions Specialist Team Lead

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The Kerr Group of Companies is one of Canada’s largest Telecommunications Support and Workforce Optimization organizations.  Since 1997 we have be growing our business with the help of our dedicated employees.  We are proud of our reputation for the highest level of service for our valued customers and the best work environment for our exceptional employees.  As we continue to grow, our goal is to stay connected to our values and committed to the same standard of excellence that got us where we are today.  Kerr Group operating companies are Frontier Technologies and Northern Business Intelligence.

Northern Business Intelligence puts customers first and we do it best. We sell vehicle telematics from leading suppliers like Geotab, but we're more than that. We deliver industry-leading customer service backed by a team of professionals who are just a phone call away. For over 12 years, Northern BI has helped customers leverage the power and data of Geotab to increase workforce efficiencies. our business is rooted in providing superior customer service while producing innovative solutions that enhance our fleet management offerings.

We are currently seeking a Client Solutions Specialist (CSS) Team Lead to join the Northern Business Intelligence team located in beautiful Dartmouth, Nova Scotia!

Reporting to the VP Operations, the Client Solutions Specialist (CSS) Team Lead’s responsibilities include leading the Client Solutions team and assisting with troubleshooting software and hardware issues while providing continuous support to Northern Business Intelligence Customers, Clients and Team Members.

What you'll do:

Team Leadership

  • Day to day manager of the Client Solutions Specialists including scheduling, annual Performance Reviews, salary administration and performance management.
  • Update/Contribute on support procedures.
  • Case QA (Quality Assurance) management.
  • Knowledge Base article review and management.
  • Manage cases queue in salesforce.com.
  • Monitor support cases per service level Matrix.
  • Receive case escalations from CSS team and triage as needed.
  • Provide case guidance and advice to CSS team.
  • Research new product updates - software/hardware.
  • Hire and provide onboarding training for all new-hires.

 Software

  • Become a knowledge leader with the software supported by Northern BI.
  • Be able to troubleshoot issues with user interface.
  • Opening and escalating cases to Geotab to resolve more in-depth issues.
  • Identifying software bugs and reporting them to Geotab.

Hardware

  • Become a knowledge leader with the software supported by Northern BI.
  • Be able to troubleshoot with clients to solve hardware problems.

 Training

  • Be able to provide software training to clients; including, administrative tasks via webinar.
  • Be able to Provide hardware training for installer partners
  • Training internal staff as required.

Qualifications

  • Degree or Diploma in Technical Major preferred.
  • 5 years experience in Technical support background.
  • Prior experience in helpdesk environment.
  • Previous experience in leadership, or supervisory capacity.
  • Mentorship, Training and Quality Assurance experience is an asset.

Skill Set

  • MS Office Suite – proficiency in Excel.
  • Excellent customer services skills.
  • Exceptional time management skills.
  • Mature written and verbal communication skills.
  • Ability to communicate in French and English is considered a strong asset.
  • High attention to detail and organizational skills;
  • Ability to work well as part of a team or independently.

 
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