Manager, Technical Support

At Freedom, we’re proud to be leaders in a movement that brings affordable wireless services to Canadians – we’re always on the lookout for go-getters that are committed to disrupt the status quo.

Does that sound like you? We’d love to meet you.

The Technical Support Manager oversees all aspects of the Technical Support Department and its processes. Reporting to the Manager of Process and delivery, the Technical Support Manager is responsible for ensuring all service-based delivery inquiries are facilitated in a timely manner while providing the best possible customer experience. 

The Technical Support Manager will define, pursue, and track employee and department performance objectives, including the ideation, creation, and maintenance of processes workflows.

Responsibilities

• Oversee and ensure completion of all daily duties within the Technical Support Department
• Assign & prioritize tasks to meet department response thresholds across various contact points.
• Liaison and escalate with upstream partners to ensure the resolution of active trouble tickets
• Oversee employee scheduling and ensure shift coverage based on volume projections.
• Review and analyze existing workflows to identify opportunities in order to improve customer experience.
• Ensure all team members are engaged and working effectively.
• Take ownership of high-priority escalations to provide timely and effective resolutions utilizing internal and external resources as required.
• Document, present, and facilitate workshops to keep employees up-to-date with new product and process workflows.
• Review Quality Assurance reports and conduct calibration sessions with stakeholders to ensure grade alignment.
• Establish and maintain progressive development targets, including facilitating team and personal performance goals, via coaching and mentoring.
• Provide accurate and updated reports, as required, for Key Performance Indicators.
• Provide feedback to Management on individual and department progress on an ongoing basis.

• Minimum CCNA certification or higher, or post-secondary degree or diploma in a Computer Networking field
• Minimum five years' managerial or leadership experience in a telecommunications-based contact center environment
• Bilingualism (English & French) is an asset
• Strong understanding of industry trends, concepts, best practices, and procedures
• Strong interpersonal skills and leadership experience with demonstrated ability to motivate, coach, and mentor a growing Technical Support Team
• Strong analytical skills to evaluate and identify opportunities in order to optimize workflows
• Ability to work collaboratively with cross-functional, remote teams
• Effective time management, organization, and presentation skills, with the capacity to prioritize as required
• Ability to work and manage team members in a fast-paced, demanding environment 

• Take advantage of a customizable health & dental benefits program and opportunities for company-matched pension (according to position). 
• Promote your health with the wellness program, which focuses on physical, psychological, financial, and social health.
• Benefit from the Employee Assistance Program for you and your family, including Virtual Healthcare.
• Participate in projects that make an impact and take on challenges that will allow you to surpass yourself.
• Develop your full potential and imagine what you can become within Quebecor’s family through our various career opportunities. #Li-NA1

Check out our Activity Report for an overview of the projects to which you could contribute !

We value your uniqueness !

We are committed to creating and maintaining an accessible, equitable and inclusive workplace that reflects the diversity of the community to which we belong. We strive to provide a work environment where each individual is valued and respected for who they are and can realize their full potential. We're eager to discover all the qualities that make you unique!

We are happy to make accommodations to promote accessibility upon request. If you need an accommodation at any stage of the process, please don't hesitate to let us know when you first contact us.