177 Technical Assistance jobs in Canada

Job Description

Empower customers through every answer, insight, and interaction.

Join Acuity Insights as a Technical Customer Support Specialist supporting complex EdTech SaaS products in a mission-driven environment. In this fully remote role, you’ll work with our One45 and Analytics solutions to help higher education institutions train and graduate the next generation of doctors, nurses, and other healthcare professionals.

You’ll contribute to an evolving support function and collaborate with a team that values knowledge-sharing and continuous improvement. If you love learning fast, solving real problems, and supporting purpose-driven users, this might be a great next step for you.

You’ll also be joining a people-first company undergoing meaningful change, one that values balance, invests in your growth, and is building with care for the long term.

You’ll be a front-line champion for our Program Experience customers, delivering high-quality, human-centred support across our One45 and Analytics solutions.

You’ll help users navigate technical challenges, troubleshoot issues, and uncover how to use our products more effectively, all while collecting insights that drive internal improvements and product evolution.

You’ll support customers using One45, a powerful and deeply embedded software that powers curriculum delivery, clinical scheduling, evaluations, grades, and operational workflows across medical education.

While the product is actively being modernized, institutions continue to rely on the current product to run critical, high-stakes processes, and you’ll help ensure that the experience is smooth, stable, and well-supported.

This is a full-time role with core working hours of 8:00 a.m. to 5:00 p.m. Eastern Time, Monday to Friday. These hours allow you to fully support our customers, stay connected with your team, and collaborate across functions.

As a Technical Customer Support Specialist, you’ll support education programs using One45 and Analytics to streamline operations, surface insights, and graduate great healthcare professionals.

You will:

• Field, prioritize, and resolve customer support inquiries across a range of topics, from user access and product navigation to integrations, reporting, and system configuration.
• Investigate and troubleshoot technical issues using product knowledge, documentation, tools, and team collaboration.
• Translate complex workflows and systems into clear explanations and helpful guidance.
• Identify patterns in support needs and advocate for product or process improvements.
• Contribute to internal and external documentation, tooling, and support practices that scale.
• Collaborate with Customer Success, Product, and Development to share customer feedback and solve complex cross-functional challenges.

Support at Acuity isn’t just about closing tickets; it’s about empowering people who are empowering future professionals.

With your work, we’ll:

• Deepen trust with our Program Experience customers and help them realize more value from our solutions.
• Improve the customer journey through responsive support and proactive enablement.
• Strengthen our support systems and knowledge base to scale with growth.
• Surface insights and opportunities that influence product, process, and partnership decisions.

Your support work will also inform improvements across these core workflows, from scheduling and evaluations to integrations and system performance, contributing to a more connected, intuitive experience for educators and learners over time.

You’ll report to the Manager, Client Empowerment and work closely with:

• Your fellow Customer Support team members, a collaborative, tight-knit group that meets daily and shares knowledge freely.
• Customer Success Managers, who guide long-term customer relationships and strategic value.
• Product and Engineering, to escalate complex issues and advocate for customer needs.
• Enablement and Technical Consultants, who build solutions, run implementations, and solve advanced use cases.

You’ll be joining a caring, experienced team that works in the open, values progress over perfection, and believes support is a strategic function.

• Hands-on technical support experience. You’ve supported complex, multi-feature SaaS products, troubleshooting issues related to workflows, permissions, integrations, or data integrity in a B2B environment.
• Clear, empathetic communication. You’ve written helpful, human responses to a wide range of users and know how to explain technical concepts without jargon.
• Technical acumen and learning agility. You’re comfortable working with complex products and unfamiliar domains. You pick up new systems quickly and enjoy digging in to understand how things work.
• Proficiency with support tools. You’ve worked with systems like TeamSupport, Zendesk, Jira, Confluence, or similar, managing ticket queues, contributing to knowledge bases, and escalating issues with clarity and context.
• Process-minded problem solver. You’ve spotted inefficiencies, suggested workflow improvements, created macros or templates, or helped improve triage, always thinking about how to make things better for customers and the team.
• Curiosity about automation and AI. You’re excited about experimenting with tools that reduce manual work or enhance the customer experience, even if you haven’t used them yet. You ask good questions, try new things, and learn as you go.
• Openness to change. You’re not thrown off by shifting priorities, evolving processes, or new tools. Whether or not you’ve worked in a transforming company before, you’re comfortable adapting and you bring a steady, solutions-focused mindset.

Compensation & Growth

• Fair, transparent salary. The hiring salary for this role is $52,000–$0,000 CAD, within a broader internal pay band. The final offer will reflect experience, scope, market alignment, and internal equity.
• Learning budget. 3,000 annually for professional or personal development.
• Long-term value. Access to employee stock options as part of our shared growth.

Flexibility & Well-Being

• Remote-first work. Fully remote within Canada, with up to 6 weeks per year to work internationally.
• Generous time off. Two-week company-wide closure in December, self-directed vacation (most take 4-6 weeks), and one Friday off per month from February to November.
• Health benefits. Comprehensive coverage from day one for you and any dependents via Equitable Life of Canada and Nivati.
• Retirement planning. GRSP matching program with up to 2% salary contribution.

Family & Community

• Parental leave. 16-week top-up beyond EI, no matter your role in growing your family.
• People-first culture. A caring, inclusive environment where learning, balance, and belonging are prioritized.

Whether you apply directly, are referred, or connect with a recruiter or hiring manager, you’ll be given equal consideration. Your application is reviewed by a real person, with care and attention to your experience, skills, and motivation, as well as the qualities that help people thrive here.

We don’t use AI to evaluate applications. However, if you don’t meet baseline requirements, like Canadian residency and valid work authorization, you may be automatically screened out. During our conversations, we may use AI-powered note-taking to support focus and accuracy, but all decisions are made by people.

We view hiring as a two-way conversation. Our goal is to learn about and understand your career journey, abilities, and interests while giving you the insight you need to decide whether this role and team feel like the right fit.

Here are the steps to expect:

1. Application Review & Response. A human carefully reviews your application. You’ll hear back from us, whether or not you move forward.
2. Conversation with Recruiter. A recruiter will reach out for a phone call to learn more about your background and goals, and to share details about the role, team, company, and culture.
3. Conversation with the Manager. A video call with your potential manager to explore your relevant experiences, approach to troubleshooting, and share more about the day-to-day realities of the role and team.
4. Team Conversatio ns. Meet 1:1 with future teammates to assess alignment and ways of working.
5. Decision & Follow-Up. After consolidating feedback, the hiring manager makes a decision, typically within 2–4 business days.
6. Offer Conversation & References. If it’s a mutual match, we’ll invite you to a conversation to walk through the offer. Any offer is contingent on completing a reference check.

We know our process is a meaningful time commitment, and we truly appreciate the effort and energy you invest in getting to know us. We aim to make every step thoughtful, transparent, and worthwhile, for you as much as for us.

We believe everyone has incredible potential. At Acuity Insights, our mission is to uncover it, nurture it, and help bring it to life.

Our journey began with a bold idea: to improve how we assess people, not just by academic metrics, but by who they are. In partnership with McMaster University, we developed Casper in 2004 to measure the durable, human skills that matter in health professions and other fields where people work with people. That vision came to life with the founding of Altus Assessments in 2014.

Meanwhile, One45 started in 1998 at the University of British Columbia, helping medical education programs digitize complex processes like curriculum management, scheduling, and assessment. Over time, it became a trusted partner to programs across North America and beyond.

In 2021, Altus Assessments acquired One45, and in 2022, we unified as Acuity Insights, a single, growing organization with a shared purpose and broader vision.

What started as two distinct products is now one integrated mission supported by our Analytics solution, which delivers actionable insights to drive continuous improvement across the learner journey.

Today, our platform supports students and institutions from admissions to graduation across North America, the U.K., Australia, New Zealand and Saudi Arabia.

As we continue to grow, we’re committed to being more than a software provider. We’re trusted thought leaders and valued advisors in higher education, offering practical solutions, strategic insights, and guidance that help our partners make confident, informed decisions.

We’re a remote-first team of 130+ people who care deeply about our work and about each other. While we collaborate virtually across time zones, we make space for connection through thoughtful rituals, candid conversations, and the occasional in-person meetup when we can.

Our core values (caring, curious, and driven) shape how we show up for each other, our partners, and the learners and educators we serve. We listen with intention, build with purpose, and hold ourselves to high standards without losing sight of empathy and balance.

We’re committed to inclusion and belonging, not just in principle but in practice. We know that diverse perspectives make us better, more creative, more resilient, and more equipped to solve meaningful problems. Our policies are designed to support equity, flexibility, and well-being.

If you’re looking for purposeful work, room to grow, and a team that’s as thoughtful as it is ambitious, we hope you’ll consider joining us.

Job Description

BILLING & CUSTOMER SUPPORT SPECIALIST NEEDED

We are currently searching for an individual to join our team in Billing & Client support capacity. The candidate must be a self motivated, well organized person that is looking for a full time hourly position with possible advancement. A background in customer service, and/or administrative work would be an asset. Will work alone in our Innes / Tenth Line office majority of the time at beginning and will be there to make outbound calls and direct traffic to our other locations.

MUST BE FLUENT IN ENGLISH AND FRENCH! Contract is for on a 90 Day Trial Basis with Renewal option based on Development

DUTIES AND RESPONSIBILITIES INCLUDE:

- Daily Outbound Billing Calls to Existing Clients who have past due payments

- Act as Liason between our Head Office Billing department and our clients to work through solutions for billing issues

- Routine Client Support Calls to assist in other (Non-Billing) Client Service transactions

- Assist Team in Answering Incoming Phone Traffic and Re-Routing Calls

- MUST BE ORGANIZED & COMFORTABLE ON PHONE

- Must be able to work alone with little supervsion (Lot's of Support though)

- Assist Team where Needed with Other Support & Administrative Duties

40 HOURS PER WEEK - MONDAY THROUGH FRIDAY 9:00 - 5:00 $18.00 HOURLY

ROOM FOR ADVANCEMENT TO FULL TIME SALARIED TEAM MEMBER ONCE LICENSED

LOCATED IN ORLEANS (INNES & TENTH LINE)

KEVIN J CARRUTHERS DESJARDINS INSURANCE AGENCIES

IF THIS POSITION IS OF INTEREST TO YOU - PLEASE FORWARD YOUR RESUME BY EMAIL AND YOU WILL BE CONTACTED FOR AN INTERVIEW TIME,

Job Description

Immediately hiring Full Time Customer Support Specialists at TigerTel!

What is a Customer Support Specialist? Our technology allows us to be a virtual extension of our client's teams and to make a direct impact on their everyday operations. If you're a strong typist who loves customer service and talking to people, this is the position for you! Every interaction is an opportunity to help a customer feel valued, respected, and taken care of. We're looking for people who are detail oriented, motivated, and compassionate to fill these important positions.

Customer service experience is a plus but not required.

This is an in-office position.

Your job will be to professionally handle incoming calls, greet callers, provide and request required information, transfer calls, or take messages as necessary. You will work on our state-of-the-art call processing system and will be trained on a variety of call centre tools to help properly prioritize customer needs. We are an inbound call centre only. We do not perform any outbound telemarketing or hard sales calls.

To be successful in this role, you must have:

• A welcoming voice with an upbeat tone
• Strong command of the English language with good spelling and grammar
• Computer skills in a Windows based environment
• Good attendance
• The ability to type 35 words per minute or more

Compensation: $18.50 per hour

Shifts Offered:

• Full Time (40 hour work week)
  
  • Friday-Tuesday, 11pm AST - 8:00am AST
  • Saturday-Wednesday, 2:00 pm AST - 11:00 pm AST
  • Thursday-Monday, 9:00 am AST - 6:00pm AST
• Must be available to work weekends

Training is for four weeks, Monday-Friday, 9:00 am AST- 6:00 pm AST

Our Benefits for Full Time Employees Include:

• RRSP with company matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacations (up to 4 weeks per year over time)

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

TigerTel is an Equal Opportunity Employer, committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

Don't miss out on this opportunity - Apply Today!

Job Description

Now Hiring: Customer Support Coordinator
Location: Ville Saint-Laurent
Full-Time | Monday to Friday, 8:30 AM – 5:00 PM (37.5 hours/week), 1 month contract with possibility of extension
Hourly Rate: $20.50 – $23.00 (based on experience)
No benefits package

Are you bilingual, organized, and great with multitasking? We’re looking for a Customer Support Coordinator to join our team and play a key role in supporting customer programs and ensuring top-notch service delivery.

Job Overview:

The Customer Support Coordinator is responsible for managing and scheduling specific customer programs, following up on service escalations, and registering all new equipment into our database. The role also involves processing quotes for damaged equipment and obtaining necessary approvals.

Key Areas of Responsibility:

• Coordinate and manage tasks associated with specific customer programs

• Input all new equipment shipments into the Service Invoice Management System (SIMS) with accurate data (serial numbers, service company details, etc.)

• Handle damaged equipment claims: prepare estimates and follow up for approvals

• Respond promptly to customer inquiries via phone, in person, or email

Requirements:

• Fluently bilingual (French & English)

• Strong computer skills

• Able to handle multiple tasks in a fast-paced environment

If you qualify, apply today!

Job Description

As one of Canada’s largest and fastest growing cryptocurrency trading platforms, NDAX has set the bar high for the country’s fintech industry and is constantly leading the way in terms of security and innovation. We’re on a mission to empower more Canadians to unlock the full potential of digital finance. To address the various needs in the Canadian cryptocurrency space, NDAX has assembled a multidisciplinary team with diverse backgrounds, including finance, technology, engineering, compliance, marketing, and more.

We're proud to have been recognized as one of Canada’s Best Workplaces by Great Place to Work®.

Are you passionate about cryptocurrency and ready to explain it to anyone, from an expert to a novice? Do you thrive in a fast-paced environment? If yes, we have the job for you!

NDAX is currently looking to hire a part-time Customer Support Representative. As a customer support agent at Ndax, you will become one of the faces and names associated with our brand, so it is vital that you are friendly, understanding, patient, and kind to every Ndax client.

In this position, you will interact with customers to provide information in response to inquiries about products and services; you will also handle and resolve client's questions and complaints. Excellent communication abilities and data entry skills are essential for candidates.

Our clients have different levels of trading experience; there will not be a one-fit-all solution for every customer – being able to understand each customer's needs and meet them at their level is an important skill for any member of our customer support team.

Key Responsibilities

• Respond to customer service live chats, emails, telephone calls, and voicemails
• Maintain customer relationships by handling questions and concerns with speed and professionalism
• Resolve customer complaints, manage database records, draft status reports on customer service issues
• Provide a great experience and build loyalty with every customer you talk to
• Stay on top of promotions, product launches, and cryptocurrency trends
• Create value through superior customer service and expert product knowledge

Requirements

• Self-motivated with an ability to solve problems on-the-fly
• Passionate for customer satisfaction with strong interpersonal communication skills
• An enthusiastic learner with a desire for continual growth
• Available full-time and have flexible schedules that meet business needs, including morning and evening shifts
• Cryptocurrency Experience or Interest: Previous experience in cryptocurrency-related roles would be a strong asset.

Benefits

• Full-time employees are eligible for the benefits plan (health-dental-vision)
• Technically strong, friendly, approachable people to work with
• Flexible working schedule

Job Description

CWD designs, markets & sells the highest performing consumer electronics that are smart, simple, and stylish. From high fidelity turntables to wireless video connectivity systems, we create innovative products that empower people. Our success is measured in our customer satisfaction ratings and dedicated following. We have been in business since 1961 and our creations can be found in millions of homes. Together in teams, as a company, as a community, we are committed to Creating What’s Different!

CWD is looking for a Customer Support Representative to join our exceptionally talented and collaborative team! Reporting to the Support Team Leader at our Niagara Falls location, the successful candidate will be responsible for responding to all customer inquiries through email, chat and phone support while identifying and advising on consumer trends.   

If you are someone that likes a challenge and are continuously striving for excellence, then this is the perfect opportunity for you!
 

• Full comprehensive benefits (dental, medical and eye) 80/20 split-single coverage
• Annual professional development fund
• Commission
• RRSP Match
• Fitness incentives
• Team events
• 50% off on CWD brands

• Handle customer inquiries by providing solutions, often within a time limit to ensure the customer is satisfied (For example: pre-sale, billing, shipping, order processing and product technical inquiries)
• Provide exceptional customer service via phone, email, and live chat contact methods
• Process return authorizations, orders, and requests
• Identify customer needs or desires in order to recommend the appropriate product or service
• Follow up on sales lead, create quotes, and complete final sales
• Learn the software systems used by the company to be able to communicate effectively with incoming inquiries
• Work with other team members when necessary to resolve customer inquiries
• Provide feedback to management to help improve sales, marketing, and business processes
• Assist with new product sample testing and provide feedback to the R&D team
• Assist with product manual reviews to ensure detailed instructions are provided to customers
• Participate in various inter-departmental meetings as required
• Undertake related duties as assigned to achieve the objectives and company goals

• A college diploma or certification in a related program considered an asset (Ex. Administrative Assistant, Sales, Call Center/Customer Service Skills Certification)
• 1-2 years’ experience in a fast-paced customer service setting responding to emails, calls & chats
• Experience using Microsoft Office
• Strong sense of empathy and understanding of customer needs
• Excellent organization and time management skills
• Highly motivated self-starter within a team environment
• Detail oriented problem solver
• Strong communication and interpersonal skills
• Ability to work in a fast-paced ever-changing environment

• You have experience using NetSuite, Salesforce, or Seller Central
• You have experience working in an e-commerce environment
• You have a good understanding of consumer electronics   

If the above interests you, then apply to join our fast paced, creative, and energetic team!
 

CWD is an equal opportunity employer and is dedicated to creating a diverse and inclusive work environment. We are committed to providing accommodations for people with disabilities throughout the recruitment process, and upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Applicants must make their accommodation needs known upon requests for interviews.
 

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Job Description

Company Description

MEDFAR Clinical Solutions was founded in 2010 by two aeronautical engineers who realized that the healthcare system was not exploiting the full potential of technology. Supported by a large community of medical experts and focused on clinical success and patient safety, MEDFAR was the first company to certify a cloud-based Electronic Medical Record in Canada: MYLE (Make Your Life Easy).

Committed to promoting excellence and effectiveness in healthcare worldwide, MEDFAR differentiates itself by offering a unique healthcare management solution for clinics, which replaces inefficient processes with a faster and safer technological alternative.

You will be joining Emma, the Technical Support Team Lead, and her multidisciplinary team of over 15 members. Their mission is to support our clients when they encounter technical issues or need help using our software.

As a key point of contact for our clients — including clinics, hospitals, and healthcare professionals — your role will be to assist them via phone and email with the use of our MYLE software. You will have a direct and meaningful impact on their satisfaction.

Your responsibilities will include:

• Quickly handling incoming client requests remotely;

• Providing technical support related to the use of MYLE;

• Understanding and identifying the root cause of issues, and offering appropriate solutions tailored to each situation;

• Collaborating with other support team members to resolve tickets;

• Escalating tickets based on their complexity and communicating relevant information to technical teams;

• Contributing to the expansion of our knowledge base and the improvement of internal processes.

What will your first few months look like?

Your first four weeks will be dedicated to discovering the MYLE product. As a member of our support team, you’ll deepen your knowledge and gain insight into the many nuances of the MYLE software.

We’ve designed an internal training and development plan to help you reach your goals. Here’s what the typical progression and role evolution looks like — responsibilities and compensation grow along the way:

1) Client Support Associate (0–6 months)

• Master our tools and processes

• Handle simple email requests

• Take calls during peak periods

2) Client Support Specialist (Level 1) (6–12 months)

• Apply knowledge acquired as an Associate

• Manage more complex email cases

• Handle regular phone support

3) Client Support Specialist (Level 2) (12+ months)

• Handle complex and more technical client issues via email

• Manage phone support

• Help create technical documentation to enrich our knowledge base

• Support the training of new Level 1 Associates

Your manager’s role will be to equip and support you as you grow within the company — in the direction you choose. Whether you’re interested in customer success, sales, product management, or R&D, many MEDFARians have grown internally, and we want you to be next!

Ideally, you have:

• Previous experience in customer service

• A genuine desire to help clients and deliver an exceptional experience

• A knack for problem-solving, even when issues are complex

• A thirst for knowledge and a willingness to step outside your comfort zone

• Excellent command of both French and English (spoken and written)

• A passion for technology and the ability to learn and use new tools effectively

Working Conditions

• Contract: Permanent, full-time (40 hours/week)

• Work mode: Hybrid or remote (within the province of Quebec only)

• Location requirement: You must reside in the Quebec region and be legally authorized to work in Canada.

Work Schedule:

This is a full-time position of 40 hours per week, spread over 5 days. You will be assigned a specific schedule and working days. Our support team operates 24/7, with coverage provided:

• From 7:30 a.m. to 10:00 p.m. (regular shifts)

• From 10:00 p.m. to 7:30 a.m. (on-call shifts only)

As such, candidates must:

• Be available Monday through Sunday, between 7:30 a.m. and 10:00 p.m. (based on team needs);

• Be open to working night shifts (10:00 p.m. to 7:30 a.m.), occasionally - a night shift bonus is offered.

Details regarding shift assignment (including night and weekend shifts) will be explained during the interview.

Please note : This role does not allow for evening-only or weekend-only schedules.

By joining MEDFAR, you will be part of a purpose-driven organization whose product is disrupting and digitizing health care, making doctors’ and healthcare workers’ lives easier, while enabling better patient health outcomes. Becoming a MEDFARian also means having the opportunity to be part of an innovative community and working in a dynamic environment where your work will have a meaningful and tangible effect not only on your team and the business but most importantly on the healthcare industry.  

• You decide where you do your best work (at home or the office) 
• Flexible hours (work-life balance)
• Performance-based bonus for all employees.
• Generous group insurance coverage as of day 1 of employment
• Break paid between Christmas and New Years
• Annual $ 1,500 training allowance for your professional development
• An entrepreneurial culture of transparency, collaboration, and innovation

With offices around the world, fluency in both French and English is a must at MEDFAR. Because of the need to communicate with colleagues and/or customers in other provinces or countries, bilingualism enables us to communicate in both languages while promoting the use of French. 

At MEDFAR, we value diversity, equity and inclusion within our team. We are committed to providing a work environment where every individual feels respected and supported, regardless of their background, identity or abilities.As part of our commitment to a fair and inclusive recruitment process, we offer accommodation to candidates who request it. If you need accommodation during your interview, please let us know so that we can provide you with an adapted experience.

MEDFAR has voluntarily subscribed to an Equal Employment Opportunity Program (EEOP). We encourage applications from women, visible minorities, ethnic minorities, aboriginal peoples and people with disabilities. When applying, we invite you to complete this section, which enables us to implement our Equal Employment Opportunity Program (EEOP). Self-identification is not compulsory, but may enable you to benefit from hiring or promotion measures if you have the skills required for the job.

To better understand the self-identification process, please consult this guide.

Job Description

Salary:

Job Summary:

We are seeking a highly motivated Customer Support Specialist with a blend of technical understanding and communication skills. This role involves not only supporting customers and managing support tickets but also gathering detailed requirements and collaborating with internal teams to design effective solutions. Youll be the frontline for customer inquiries, while also contributing to continuous product improvement through your insights.

Key Responsibilities:

• Respond to customer inquiries via email, chat, or phone in a timely and professional manner.
• Manage, triage, and resolve support tickets using a ticketing system (e.g., Zendesk, Jira, Freshdesk).
• Gather, document, and analyze customer requirements to help define functional solutions.
• Collaborate with Product, Engineering, and QA teams to communicate customer needs and assist with troubleshooting or feature validation.
• Translate technical information into clear, customer-friendly language.
• Identify recurring issues and suggest improvements to product or support processes.
• Assist in maintaining and improving support documentation and knowledge base content.
• Escalate complex issues appropriately while maintaining ownership and communication with the customer.

Qualifications:

• Bachelors degree in Information Systems, Business, Computer Science, or related field (preferred but not required).
• 24 years of experience in customer support, technical support, or client services.
• Experience in gathering business or technical requirements from end users.
• Ability to design or suggest product/process solutions based on customer feedback.
• Proficiency with ticketing and CRM systems (e.g., Zendesk, Jira, Salesforce).
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Familiarity with SaaS platforms, APIs, or system integrations is a plus.
• Comfortable working cross-functionally in a fast-paced environment.

Preferred Skills:

• Basic understanding of UX/UI or product design principles.
• Experience creating support process workflows or standard operating procedures.
• Knowledge of SQL, XML/JSON, or other data formats is a plus.

Job Description

At OneSpan, we specialize in digital identity and anti-fraud solutions that create exceptional and secure experiences.

Le Gestionnaire, Support Client de OneSpan Security America's est chargé de fournir une expérience de soutien à la clientèle de classe mondiale pour l'unité commerciale de OneSpan Security dans les Amériques.

Ce rôle est chargé de respecter les niveaux de service pour les demandes et les incidents traités par l'équipe régionale, ainsi que la satisfaction globale des clients. Cela couvre les cas de la région Amérique, des clients mondiaux et des cas hautement prioritaires qui nécessitent un support continu. Le Gestionnaire, Support Client de OneSpan Security America's doit suggérer et mettre en œuvre des améliorations pour fournir un service de support client de classe mondiale, en assurant la conformité et l'alignement avec les normes opérationnelles mondiales, les procédures et les meilleures pratiques.

Nous sommes entièrement dévoués à la réussite de nos clients. Notre équipe de services et d'assistance, compétente et très réactive, a pour mission qui consiste à garantir une mise en œuvre rapide et une résolution des problèmes de la manière la plus courtoise possible.

Tâches et responsabilités

• Responsable de la gestion des équipes de support client de niveau 1 et de niveau 2 de OneSpan Security dans la zone Amérique du Nord et du Sud.
• Contrôler et répartir équitablement la charge de travail entre les ressources de support
• Responsable de la planification du personnel et de l'embauche
• Mener des actions visant à accroître la satisfaction globale des clients
• Responsable de la mise en œuvre effective du processus de support à la clientèle et de gestion des incidents
• Responsable de la qualité globale de l'exécution du processus et supervise la gestion et le respect des procédures, des modèles de données, des politiques et des technologies associés au processus.
• Gérer les plans de développement personnel (compétences non techniques, technologies) pour les membres de l'équipe.
• Participer au fonctionnement quotidien de l'équipe si nécessaire
• Surveiller les indicateurs clés de performance (KPI) et veiller à ce que ces objectifs soient atteints
• Assumer les responsabilités de gestionnaire d'incidents (escalade) en cas de besoin.
• Ce poste peut inclure du travail sur appel.

Exigences

• Plus de 5 ans d'expérience en tant que gestionnaire dans un environnement de support technique/à la clientèle
• Baccalauréat en informatique ou équivalent
• Forte approche de la clientèle / très centrée sur le client
• Solides compétences en matière de communication (écrite/parlée)
• ITIL-Fondation (ITSM)

Atouts

• Expérience CSM ServiceNow
• Expérience internationale
• Langues autres que l'anglais, en particulier l'espagnol

Le plus de compétences suivantes, le mieux c'est :

• Systèmes opérationnels (Linux, Mac OS X)
• Langages de programmation (JAVA, C#)
• Scripts (XML, HTML, JSON, CSS, XSLT
• Bases de données (Oracle, MariaDB, MS SQL)
• Serveurs (Websphere, Apache, Weblogic, JBOS)
• Développement mobile (Android, iOS)
• Services web (SOAP, REST, Groovy)

___

The Customer Support Manager OneSpan Security America's has responsibility for delivering a World Class Customer Support experience for the OneSpan Security Business Unit in the America's.

The role is accountable for meeting the Service Levels for requests and incidents addressed by the regional team as well as overall Customer Satisfaction. This covers cases for the America's region, from global customers and high priority cases that require continuous support. The Customer Support Manager OneSpan Security America's is expected to suggest and implement improvements to deliver a world class customer support service, assuring compliance and alignment with global operational standards, procedures and best practices.

We are fully committed to our customers' success. Our knowledgeable and highly responsive services and support team's mission is to ensure timely implementation and problem resolution in the most courteous manner.

Job Duties and Responsibilities

• Responsible for line management of the OneSpan Security Customer Support Level 1 and Level 2 team in the America's
• Monitor and divide workload equitably among support resources
• Responsible for scheduling of staff and hiring
• Drive actions to increase overall customer satisfaction
• Responsible for the effective implementation of the Customer Support / Incident Management Process
• Accountable for the overall quality of the process execution and oversees the management and compliance with the procedures, data models, policies, and technologies associated with the process
• Manages personal development plans (Soft Skills, Technologies) for team members
• Participation on team daily operation as needed
• Monitor Key Performance Indicators (KPIs) and that these objectives are realized
• Assume incident (escalation) Manager responsibilities as and when needed
• Position could include on-call duties

Requirements

• 5+ years' experience as Manager in a Customer/Technical Support environment
• Bachelor's degree in computer science or equivalent
• Strong customer facing approach / very customer-centric
• Strong communication skills (written/spoken)
• Well-organized with attention to detail
• ITIL-Foundation (ITSM)

Nice-to-haves

• ServiceNow CSM experience
• International experience
• Languages other than English, especially Spanish
• The more of the following, the better:
  • Operating Systems (Linux, Mac OS X, …)
  • Programming Languages (JAVA, C#, …)
  • Scripting (XML, HTML, JSON, CSS, XSLT, …)
  • Databases (Oracle, MariaDB, MS SQL, …)
  • Servers (Websphere, Apache, Weblogic, JBOS, …)
  • Mobile development (Android, iOS)
  • Webservices (SOAP, REST, Groovy)

#LI-HW1

#LI-Hybrid

Disclaimer

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.