Technical Support Team Lead - Remote - Ottawa

Technical Support Team Lead – Remote – Ottawa
Vocantas is currently looking to hire a Technical Support Team Lead to join the team!
If you are looking for a new challenge and like a high-energy environment working with innovative technologies, then you'll love it at Vocantas. You should be a passionate go-getter with a deep desire to ensure that customers always come first. We are looking for a Technical Support Team Lead that thrives in a fast-paced, highly collaborative environment and demonstrates an ability to execute precisely and quickly.
Here is a little window into our company: Vocantas has been providing powerful automated communication solutions for over 18 years. We solve complex human capital management and customer outreach challenges, servicing fortune 500 companies within healthcare, manufacturing, service and delivery, and retail industries. From humble beginnings as an automated voice company, Vocantas has since grown into a leader in the workforce communications technology space. Vocantas was acquired by Valsoft Corp and now operates under the Aspire Software portfolio, the operational arm of Valsoft Corp, which operates and manages Valsoft's global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.
What your day will look like:
The Technical Support Team Lead will share the same responsibilities as a Technical Support Agent:

• Responsible for tracking and providing proper communication according to our established SLA
• Being available for on-call shifts
• Post-sales technical support for clients using a hands-on approach, with a thorough understanding of the products, configurations, and the best practices

The Team Lead will also have the following additional responsibilities:

• Review agent case quality
• Primary point of contact for internal departments
• Coordinate scheduling to ensure adequate staffing and deadlines are met
• Support the Director of Client Services in reporting and developing support KPI and other metrics
• Coach, train, and mentor the technical support agents
• Ensure knowledge base is up-to-date and maintained
• Be the primary subject-matter expert on all Vocantas services and products
• Primary point of contact for any customer escalations

About you:

• Ability to multi-task and work independently while setting and meeting timeline expectations
• Experience with a ticket tracking system (preferably TeamSupport)
• Good analytical and troubleshooting skills
• Experience working with multiple Windows OS's; Windows 10, Windows Server 2012, Server2016 and Server2019, as well as working knowledge of Linux
• Ability to travel (valid passport and driver's license)
• Ability to direct and assist in problem resolution
• MS SQL experience involving query execution, along with a working knowledge of database concepts
• At least two or more years of experience as a Technical Support Team Lead
• Strong communication skills with a specific talent for dealing with senior management of end user customers in hospital, academic and utility settings
• Superior organizational and prioritization skills
• Excellent problem-solving skills
• Must have good written and verbal communication skills in English
• Strong collaboration skills and a team contributor
• Computer Science, Math, or Engineering degree, and/or network experience/I.T. experience
• Be willing to share rotation for off hours support and be reachable by cell phone
• Legally authorized to work in Canada essential
• Understanding of Networking concepts
• Experience working with Windows applications
• Formal Background / Credit check passed SOC2 training completed and reviewed annually

Skills Considered Assets:

• Telephony (i.e., PBX's, Telco, CTI cards) and PC knowledge; Dialogic card knowledge
• Fluent in English and French would highly desirable and a professional level of Spanish an asset
• Working knowledge of signaling protocols (i.e., VOIP, SIP, H.323, ISDN, T1 RB)
• Knowledge of hardware installation and configuration
• Experience working in a VM environment (preferably VMWare)

For further information about Vocantas, you can visit our website at www.vocantas.com
There is room for career growth, and we want you to feel like part of the team!
We are an Equal Opportunity Employer that does not discriminate on the basis of; disability, race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status or family status. We thank all applicants for their interest however, only those candidates selected for an interview will be contacted.