Lead technical support excellence as a Technical Support Team Leader at MEDFAR in Montreal. Oversee user support, coordinate tasks, and drive team performance in a hybrid work environment.
As a Technical Support Team Leader, you will coordinate activities for a Level 1 and Level 2 support team focused on the MYLE software. You’ll be responsible for monitoring KPIs, coaching team members, and managing escalations to ensure customer satisfaction. Your leadership will directly impact the quality of service provided to clinical users and contribute to the success of our multidisciplinary team.
Key Responsibilities:
• Lead a team of technical support agents in service delivery
• Create and assign daily tasks based on deliverables
• Supervise performance against defined KPIs
• Coach team members for skill enhancement
• Collaborate with developers on complex issues
Requirements:
• Expert knowledge of MYLE software
• DEC in computer science or related field
• 3...