Your role:

Note: this role is carried out onsite at our Gastown office location.

The Team Lead, Support Operations team will be responsible for ensuring the Support Operations team are providing the expected level of support to our global customer base for all Global Relay products and services that customers depend upon. The Support Operations team is available 24x7 x 365 to assist customers in a professional and courteous manner as well as monitoring all critical services to proactively identify issues which impact our customers. 

The Team Lead works to ensure the team has the resources and skills required to manage and clear the daily case queue and to proactively train, assess, develop, and mentor Technicians and Junior Technicians to be proficient in all functions and case types. This role has a focus on Quality Control and management of less experienced Technicians.

The role will also involve delivering ad hoc projects and working with other Support Leads, Managers, and the Support Services Director to drive the growth of the Support Services organisation and the business.

Your schedule:

This role follows a rotating shift pattern:

• 4 days on, 4 days off, then 3 days on, 3 days off
• Shift hours are between 7:00 AM – 7:00 PM Pacific time
• Inclusive of weekends and statutory holidays as part of the regular rotation

Your job:

• Ensure the team is providing excellent customer service for Global Relay clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues
• Oversee and process requests related to Global Relay services with a focus on:
• User Management
• Terminations requests
• End User/Question requests
• Low level Change requests
• Supporting minor archiving configuration of email systems including:
• Microsoft Exchange, Office 365, Google Apps, and other hosted email platforms
• Supporting minor archive authentication services including:
• SAML (Single Sign-On), Directory Sync, and MFA (Multifactor Authentication)
• Supporting minor archiving configuration of Messaging platforms systems including:
• MS Teams, Slack, Bloomberg, and Global Relay App
• Supporting minor archiving configuration of Social Media platforms systems including:
• Twitter, LinkedIn, YouTube, and Meta(Facebook/Instagram)
• Supporting Compliant Messaging service (GR App)
• User Management, responding to customer queries, and resolving customer issues
• Assist in the testing of systems, features, and services relating to projects existing products and product developments
• Supporting changes to services: providing pre- and post- change verification 
• Analysis of complex issues and creating escalation tickets to operations for further investigation and/or resolution
• Ensuring continual monitoring of Production Services:
• Monitoring service dashboards for critical alerts
• Triaging and resolving alerts
• Raising appropriate Incident and Event type tickets
• Escalating tickets and carrying out callouts to specialist teams
• Continual improvement in management of alerts
• Customer Case triage and reporting
• Ensuring production of required reports as requested internally or by customers
• Managing and reviewing updates to team wiki and knowledge articles

Leadership responsibilities: 

• Provide team member on-boarding and ongoing training
• Initial contact point for Support Operations Team escalations
• Manage team member time off requests ensuring adequate coverage to meet shift requirement
• Support the team in the review and improvement of existing processes and procedures
• Review staff scheduling, peak-period holiday allowances, seating, and break time assignments
• Ensure progression plans, skills matrices, and SMART goals are reviewed and updated quarterly
• Manage the probationary period and annual individual performance assessments of all direct reports including the solicitation of feedback from appropriate stakeholders
• Deliver comprehensive annual performance reviews (IPAs) for direct reports as scheduled by HR, specifically reviewing past accomplishments and agreeing to future SMART goals
• Oversee request and workflow queues to ensure all cases and inquiries are triaged and responded to properly and efficiently
• Manage Cisco Finesse tech status and able to run queries and reports as needed
• Understand and operate Cisco UCCX
• Work with GR Dev for product features and enhancements.
• Multiple SME on GR Product(s)

About you:

• Minimum 5 years of experience in SaaS Implementations or SaaS Technical Support
• Minimum 5 years of experience in customer-facing assistance roles
• A minimum of 1 year of previous training/instruction experience
• Solid analytical and problem-solving skills with significant attention to details leading to a near-error free track record
• Excellent interpersonal and communication skills with outstanding telephone and email etiquette
• Solid understanding of domains, networking principles, message flow, email protocols, and DNS
• Experience with technical customer service or customer service call center, particularly in a leadership capacity, is an asset
• Good knowledge of Salesforce and Confluence Wiki