Lead technical support excellence at MEDFAR in Montreal as a Technical Support Team Leader. Coach agents, manage escalations, and ensure quality service to clinical users.
As a Technical Support Team Leader, you will supervise a dynamic team of support agents dedicated to resolving technical issues with the MYLE software. You'll monitor their performance against KPIs, assign daily tasks, and facilitate skill development, significantly impacting customer satisfaction. Collaborating closely with developers, you will enhance the team's effectiveness in addressing complex issues.
Key Responsibilities:
• Lead Level 1 and Level 2 support teams
• Monitor team performance against defined KPIs
• Coach team members for skill enhancement
• Organize team meetings and report progress
• Manage escalations and coordinate with developers
Requirements:
• Expert knowledge of MYLE software
• 3 to 5 years of team leadership experience
• Strong PC skills and G Suite profici...