oxio Technical Support Team Lead

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:Regular

Job Description :

POSITION SUMMARY:

This position is responsible for supervising a team of Tech Support agents at oxio to ensure an optimal level of quality technical support. This role is critical for ensuring that all support functions are efficient, customer-centric, and aligned with organizational goals We are seeking passionate individuals to provide exceptional technical support at oxio and help drive the growth of our business, ensuring that we remain one of the most beloved ISPs in the country. We need individuals who can connect with both our customers and internal teams, are proactive, and are able to execute effectively. We're looking for people who want to contribute to the success of a company built on strong values and a customer-obsessed mindset.

The oxio Technical Support Team Leader plays a crucial role in delivering excellent service to our current customers. They are responsible for troubleshooting, resolving technical issues, and providing direct support to oxio customers who are experiencing challenges with their products or services.

Ultimately, our Technical Support Team Leader is accountable for delivering a high level of technical support while meeting business unit performance metrics like service levels, abandon rate, handle time, churn, and more.

The successful candidate will lead:

• Customer Service and Technical Support Management: Experienced in overseeing teams of technical support agents who provide direct customer service, support, and troubleshooting for clients experiencing product or service difficulties.

• Driving Customer Satisfaction and Retention: Proven track record in managing teams that drive high levels of customer satisfaction, reduce churn and support business growth by effectively diagnosing and resolving technical issues.

• Performance and Resource Management: Skilled in managing shift-based teams, optimizing schedules based on customer contact volumes, technical needs, and planned technology updates, ensuring high efficiency and team coverage during critical periods.

• Business Unit Metrics Oversight: Responsible for managing team performance in line with key business targets, including reducing churn, meeting cancellation goals, and maintaining high levels of technical support quality.

• Team Leadership and Development: Expertise in leading, coaching, and developing a team of technical support professionals, ensuring they are equipped with the tools, knowledge, and support to resolve customer issues efficiently and consistently.

This version highlights the managerial responsibilities related to team leadership, performance metrics, and business goals.

TEAM MANAGEMENT, CULTURE OF PERFORMANCE, PROCESS IMPROVEMENT - 50%

• Provides day-to-day supervision, coaching, guidance, and development to a team of cross-functional tech support agents

• Team Leads must also be aware of the functions and tasks completed by the agents under their management, and be able to fulfill those duties when their agents are unavailable

• Responsible for the performance management and deliverables of the team and conducts regular employee touchpoints and performance appraisals, ongoing coaching, and consistent oversight

• Provide support to agents by offering creative and unique solutions that drive optimal customer outcomes

• Troubleshoot scenarios with agents to ensure process compliance as well as process effectiveness, in pursuit of the key performance indicators 

• Responsible for delivering high customer satisfaction scores through excellent customer service and solutions, and achieving subscriber targets (e.g. growth, churn)

• Implement a culture of performance, personal accountability & collaboration among peers and staff

• Identify and propose ways to improve employee satisfaction to reduce attrition and improve employee engagement

ORGANIZATIONAL COLLABORATION AND OPERATIONS - 30%

• Collects customer & employee feedback to develop and implement recommendations to improve tech support and reduce customer friction

• Builds positive working relationships with colleagues across the organization to ensure cross-functional collaboration while operating oxio back office functions

• Contribute to and regularly attend regular touchpoints with the broader oxio team to ensure the team has the best practices and processes 

• Act as lead for one or more business functions (e.g. sales, troubleshooting) for virtual squads or specialized agents

OTHER - 20%

• Communicate trends, issues, or opportunities as they are identified in customer & employee conversations 

• Work with key internal partners to resolve issues or capitalize on opportunities, readying oxio for growth

• Work with technical and network stakeholders across the business to improve service reliability and technical metrics

• Collaborate with other departments or squads to create and propose roadmaps and projects to improve the customer experience

• Other duties as assigned and needed by the business

SPECIFIC COMPETENCIES

• Proven ability to train agents on conflict resolution and customer de-escalation methods

• Strong coaching mindset, with the ability to adapt to learners with varying tenure and competency levels

• A technical background that allows the individual to learn, coach, and manage specific procedures designed for customer resolution and internal troubleshooting

• Ability to communicate expectations clearly and provide constructive feedback to foster employee performance and engagement

• Team management skills that focus on fostering a culture of collaboration, employee engagement, and achieving departmental results

• Ability to make decisions with limited knowledge under fast-paced conditions

• Strong performance-improvement mindset, with a drive to optimize key KPIs like revenue, cancellation, and subscriber acquisition

• Collaborate with the technical team to create strategic plans to improve service delivery and operational efficiency.

• Manage resources for projects, presenting findings and progress to upper management.

• Oversee the acquisition of new technology and resources, ensuring they meet team and company needs.

• Play a key role in analyzing and resolving complex technical issues, and developing plans to mitigate recurring challenges.

• Working knowledge of contact center operational procedures. Technical understanding of various technologies and contact center applications including telephone switch technology, mainframe customer billing applications/databases, workforce management applications, information systems, and broadband communication networks is preferred.

• Working knowledge of G-Suite for Business (Gmail, Calendar, Hangouts/Meet, Google+, Docs, Sheets, Forms, Slides, etc).

• Bilingualism in English and French is a valuable asset, with a preference for French

PHYSICAL DEMANDS, HEALTH & SAFETY, WORK HOURS, AND VISUAL ACUITY

Flexibility is required with respect to hours of work as the Team Lead is required to work flexible shifts including days, evenings, weekends, and general holidays when scheduled.

Hours of work are subject to change on a weekly basis as business needs evolve, and are highly subject to change depending on customer demand, or in emergency situations like a service incident or crises.

As part of their work, all Team Leads must take all necessary measures to ensure their own health and safety, and that of their co-workers. They must comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.

ACADEMIC TRAINING:

● College Diploma or combination of equivalent education and experience.

● University degree preferred.

WORK EXPERIENCE:

● Minimum 5-8 years experience in a call center/ customer service environment with at least 3

years demonstrated experience at the supervisory level.

● 2-3 years experience in a Technical or Back Office role preferred.

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

Location :Trois-Rivières, QC

Company :Cogeco Connexion Inc

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at [email protected]