Technical User Support Manager

As a Technical User Support Manager at Rogers Communications, you will oversee and enhance the technical support functions for our diverse range of clients. Your role is pivotal in ensuring exceptional service delivery and technical resolution for user issues. You will lead a team of support professionals, manage performance metrics, and implement strategies to improve support processes. This position requires a blend of technical acumen, leadership skills, and a customer-centric approach to drive excellence in user support.

Key Responsibilities:

• Team Leadership: Manage and mentor a team of technical support representatives, providing guidance, training, and performance evaluations to ensure high levels of service and efficiency.
• Technical Support: Oversee the resolution of complex technical issues, ensuring that they are addressed promptly and effectively. Act as an escalation point for high-priority or challenging cases.
• Process Improvement: Develop and implement processes and best practices to improve support efficiency and user satisfaction. Regularly review and update support procedures based on feedback and performance data.
• Customer Interaction: Maintain direct communication with key clients to understand their technical needs and ensure that their issues are resolved satisfactorily. Gather and analyze user feedback to drive service improvements.
• Performance Management: Monitor key performance indicators (KPIs) and support metrics to assess team performance and identify areas for improvement. Prepare and present performance reports to senior management.
• Collaboration: Work closely with other departments, including IT and product development teams, to resolve technical issues and implement system enhancements.

Required Skills and Qualifications:

• Educational Background: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: At least 5 years of experience in technical support roles, with a minimum of 2 years in a managerial or leadership position.
• Technical Expertise: In-depth knowledge of support ticketing systems, troubleshooting methodologies, and technical issue resolution. Familiarity with networking, operating systems, and hardware/software.
• Leadership Skills: Proven ability to lead and motivate a team, with excellent interpersonal and communication skills.
• Analytical Abilities: Strong problem-solving skills with the ability to analyze data and make data-driven decisions.
• Customer Focus: Exceptional customer service skills with a proactive approach to resolving user issues and enhancing user experience.

Experience:

• Proven track record in managing technical support teams and handling complex technical issues.
• Experience with performance management, process improvement, and customer interaction in a technical support context.
• Hands-on experience with support tools and technologies relevant to the role.

Working Hours:

• Full-time position with standard working hours. Flexibility may be required to accommodate different time zones or urgent support needs.

Knowledge, Skills, and Abilities:

• Technical Knowledge: Expertise in technical support tools, systems, and methodologies.
• Communication: Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical users.
• Leadership: Strong leadership and team management skills, with a focus on achieving team and organizational goals.
• Problem-Solving: Advanced problem-solving abilities, with a focus on identifying root causes and implementing effective solutions.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health and dental insurance.
• Retirement savings plan with company match.
• Paid time off and holiday leave.
• Opportunities for professional development and career advancement.
• Employee assistance program and wellness initiatives.

Why Join:

At Rogers Communications, we value innovation, collaboration, and excellence. As a Technical User Support Manager, you will play a crucial role in shaping the future of our support services and ensuring that our clients receive top-notch technical assistance. Join us to be part of a dynamic team that is dedicated to delivering exceptional service and driving continuous improvement.

How to Apply:

To apply for the Technical User Support Manager position, please submit your resume and cover letter through our careers portal. Include details of your relevant experience and a brief explanation of why you are the ideal candidate for this role.