Manager - Customer Service and Technical Support

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Position summary

Starting date:

As soon as possible

Work Schedule:

40 hours

Salary:

To discuss

Department:

Customer service

Job status:

Permanent

Work shift:

Day

Complete our expanding team!

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Job description

Manager - Customer Service and Technical Support

The manager of customer service and technical support works under the supervision of the Principal Director of Professional Services. The main tasks are to plan, manage and oversee all technical and application support activities for Commsoft’s internal and external clients.

Main responsibilities

-
Required qualifications

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MAIN TASKS

Implements the customer service and management strategy in collaboration with the other departments;
Ensures quality and efficiency in the management of front line service requests through the implementation of methods and procedures, as well as optimized formal systems;
In conjunction with the organization’s other departments, ensures the internal referencing process is adequate and rapid;
Monitors and analyzes management indicators and makes recommendations to his or her superior;
In collaboration with upper management, assesses the level of customer satisfaction and implements the necessary measures to improve it;
Responds to customer queries on billing;
Manages the client and supplier service contracts;
Assists, and oversees his or her work team and demonstrates exemplary leadership;
Supports employees in developing and updating their knowledge on Commsoft’s product range;
Ensures optimal use of resources under his or her responsibility;
Ensures ongoing improvement of assigned processes and the update of the process guide.

QUALIFICATIONS

Has demonstrated excellence in communication and has an outstanding client approach;
Is a model of diplomacy, patience, self-mastery and empathy;
Demonstrates strategic thinking skills and is results-oriented;
Shows the ability to have an overall view of a project;
Shows rigour in all aspects of work, particularly in managing priorities and respecting deadlines;
Demonstrates superior personnel management skills;
Exercises outstanding leadership based on respect and transparency;
Demonstrates analytical and synthesizing skills;
Shows the ability and desire for team work;
Demonstrates oral and written communication skills that are proactive and based on respect, diplomacy and good judgement;
Possesses a marked ability to adapt to unforeseen circumstances.

REQUIREMENTS

Diploma in business management, computer science, accounting or any other relevant field, or an equivalent combination of professional experience and education;
Minimum of five (5) years of experience in a similar role with responsibilities in personnel management;
Extensive experience serving customers in an information technology environment;
Experience with an ERP system is considered an asset;
Demonstrated writing and speaking skills in both French and English;
Advanced knowledge of Microsoft Office (Power Point, Excel, Word and Outlook);
Knowledge of SQL is considered an asset.

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