Careers

Support Manager

ShareThis
Opportunity: SM0730 - Permanent

The Manager of Support is responsible for planning, organizing and directing the day-to-day and overall operations of the support team. To effectively perform these duties the incumbent will develop processes that minimize costs through effective utilization of resources with the mandate to grow the support team. This role is reporting into the VP, Production.

Responsibilities include ensuring internal staff & external clients are being effectively supported through the timely response and resolution of product and application support requests. This role requires the ability to manage daily operations while identifying opportunities for process improvement & efficiency creation.

ThinData offers a progressive work environment where honesty, respect and courteous behaviour are valued. At ThinData, learning is encouraged and innovation is key to our success. We foster a culture of excellence and hire only the best to ensure our ability to bring this to our clients.

Responsibilities:


  • Responsible for all support related activities within ThinData including technical support, product support & application support.

  • Manage the support team which includes direct & non-direct reports.

  • Act as the first point of escalation for support related requests

  • Hire, train & coach support staff as well as completing performance management reviews.

  • Develop team objectives & set performance expectations for the group.

  • Contribute to ThinData’s overall support strategy and develop processes & policies to maintain and improve the support function with input from other departments (includes after hours support function)

  • Take ownership of the after hours on-call program and ensure that support activities occurring after hours are escalated properly and that the clients are made aware of them in a timely manner

  • Produce daily, weekly & monthly reports around all ThinData support activities. Identify trends then develop recommendations & implementation plans to build automated tools, re-engineer processes & policies as required. Act as the project owner / sponsor & see these projects through to completion in collaboration with other departments

  • Liaise with Business Development & Account Management to develop support pricing & packages for ThinData clients

  • Vendor relationship management as it relates to support function

  • Help write & maintain all client SLA’s

  • Coordinate technical support activities, including resource scheduling & capacity planning.

  • Ensure team is maintaining the ThinData knowledge base by reviewing and adding articles on a timely basis.

  • Ensure timely follow-up of outstanding service issues to both internal and external ThinData clients.

  • Review and provide input to specification documents to ensure that business and technical requirements are met.

  • Ensure a smooth transition between product & application launches into the support process. Ensure proper documentation has been created & staff has been properly trained.

  • Ensure all work completed by all support staff members is tracked and logged within ThinData’s ticketing & time tracking software.

  • Act as a role model to promote professionalism, and collaboration with other functional & project groups within the organization.

  • If required, support the team take a more hands-on role with support questions and EMS client training sessions.

  • Some after hours & weekend work will be required


Qualifications and Skills:

  • Bachelor’s degree or higher

  • 5 + years in a customer service / support role

  • 2 + years in management role, ideally managing a support team

  • Proven ability to develop & implement process improvements

  • Advanced HTML skills required

  • Understanding of ASP.NET, C# and Transact SQL concepts required

  • Experience with reading and understanding VBScript an asset

  • Strong technical understanding of email deployment mechanisms

  • Strong knowledge of different Internet browsers and email clients

  • Familiarity with Microsoft Word, Excel, Outlook and Access

  • Experience with email campaign management system

  • Commitment to client service and relationship building

  • Excellent analytical and problem-solving skills

  • Clear communicator (written and oral)

  • Ability to rapidly acquire an understanding of new technologies

  • Ability to work effectively and efficiently under pressure

  • Proven experience understanding and improving business processes

  • Dedication & ability to take ownership
  • Ability to delegate & oversee tasks
  • Ability to influence & negotiate
  • Patient, organized & detail oriented
  • Ability to manage multiple tasks concurrently

Location Information

Office: ThinData Inc.
City: Toronto
Province: Ontario

Click here to Apply now!  |   « Return to Job Postings