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Technical Support Team Lead

Autodata Solutions is looking for a Technical Support Team Lead to join their growing London team!

 

Position Overview:

The Technical Support Team Lead is responsible for providing quality and efficient customer service to customers through the daily management of a team of 4 employees as well as their direct contribution as a Support Specialist.  Developing and implementing workflows and measuring team performance is an important part of the role.  Staff training, mentorship and fostering positive team culture are also key elements.

 

Key Responsibilities:

  • Develop and motivate an inspiring team environment with a culture of open communication while fielding incoming help requests from our customers via telephone, e-mail, or online ticket system in a professional and timely manner
  • Develop strategies to fill operational gaps and execute improvement plans
  • Create a culture of open communication, identifying team goals/priorities and managing to meet them
  • Report process failures, research solutions and suggest recommendations to the appropriate internal teams
  • Answer team questions and facilitate solution-focused discussions across the department
  • Delegate tasks/responsibilities and oversee team workflows
  • Conduct 1-on-1s with team members to help learn, raise/address concerns and align priorities
  • Create regular metric and escalation reports capturing system trends

 

Qualifications:

  • 5+ years of previous experience in a technical customer support role (should have experience supporting software products)
  • Past experience building and managing teams of employees ideally in a technical environment
  • Working knowledge of database structures (such as MS ACCESS, MS SQL, MySQL) with varying levels of complexity
  • Familiarity with DOS, Windows, database, data communications concepts, basic hardware, network, internet and Operating Systems 
  • Availability to work flexible shifts as needed, ex: Mon – Fri 8am – 8pm EST, stat holidays and possible overtime
  • Excellent interpersonal, verbal and written communication skills
  • Working knowledge of MS Office tools, CRM tools and Trouble Ticket reporting tools
  • Dealer / Automotive experience is an asset

 

Why work with us?  

  • Been around for 27 years & nominated as a ‘Great Place to Work’ several times
  • Over 300 technical minds to collaborate with on a daily basis right here in London
  • Monthly catered breakfasts, holiday events and other out of office events including summer BBQs, golf tournaments, skating and ice hockey
  • An active Wellness Committee that organizes corporate volleyball, soccer and softball teams, monthly on-site massage, kickboxing, indoor rock climbing, art/painting classes, Escape Room and lunch and learns
  • Ongoing community outreach helping Toys for Tots, the United Way, Girls Rock I.T., Explode Conference, our corporate charity: Families in Need and other local programs
  • Employee discounts on vehicles and accessories available through select clients
  • Training and educational incentives for continued career growth
  • Bake Sales, Raffles, Auctions and free coffee! 

 

For more information about Autodata, please visit our company website at www.autodata.net.

We thank all applicants for their interest however only those selected for an interview will be notified.  Autodata Solutions is an equal opportunity employer.  We are compliant with AODA legislation; if you require work-related accommodations, please specify.

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