Technical Lead

THE POSITION

Reporting to the Manager, Customer Care, the primary function of the Technical Lead is to ensure that Momentm’s customers are supplied with world class support.

This position requires an individual with exceptional technical, organizational, and change management skills. The candidate will mentor a team of customer support Application Support Analysts. The individual will have superior communication skills, be self-motivated, highly organized, and independent. The candidate will demonstrate productivity and quality through effective motivation of the Client Care team ensuring excellent customer service is provided to all clients.

Job Responsibilities Include:

Leadership / Management

• Day to day mentorship of the technical Client Care resources on the CC team; ensuring staff maintain high levels of productivity
• Prioritize, balance, multi-task competing issues with deference to urgency, length of outstanding time, and political sensitivity
• Work with Manager, Customer Care to ensure Key Performance Indicators (KPI’s) for are being met
• Interact regularly with Hosted IT to ensure smooth operations within the Hosted environment
• Work with Manager, Customer Care to identify and roll out new processes to provide clients with a superior customer friendly experience
• Other duties as assigned by the Manager, Customer Care

Customer Support

• Monitor inbound case queues and set priorities as required
• Serve as technical lead and first point of contact for escalation of complex cases and team questions
• Primary point of contact for top brokerage customers, including regular meetings to discuss strategies for smoother support, and close engagement with Customer Success Manager
• Develop relationships with escalated customers and strengthen existing relationships with customers
• Work closely with Development on application related issues
• Resolve clients’ application questions or problems in the areas of database, system configurations/setup, product functionality and business enhancements
• Writing and troubleshooting SQL queries
• Install upgrades/updates/patches/releases
• Conducting user training remotely or in a classroom format
• Providing 24/7 on call support

The Person

• The successful candidate for this role will have the following:
• Solid problem solving and consultative skills required
• Strong presentation, communication, organization, multitasking, and time management skills
• Extensive MS SQL database knowledge
• Knowledge of MS Windows desktop and server operating systems, networks, and hardware desired
• Ability to multi-task and be the escalation point for cases from other team members
• Previous experience with incident reporting/bug reporting/call tracking systems an asset
• Five years or more Customer Service and/or application support experience
• Ability to work in a team environment
• Supervisory and/or leadership experience an asset
• Knowledge of non-emergency medical transportation industry is essential
• Knowledge of Momentm product suite an asset
• Post-secondary education in computer science or engineering; or equivalent an asset
• Willingness to travel on short notice – typically 10% annually
• Canadian candidates - must be legally able to travel to the US
• US candidates – must be legally able to travel to Canada