Customer Support / IT Support Team Lead - Jobs in Montréal, QC

Job Description

About TickSmithTickSmith is passionate about data and how it’s changing our everyday lives. Data is the new economy! It fuels algorithms, artificial intelligence and is used to manage risk and make decisions that affect us all. Never before have we seen so much data being produced and consumed. TickSmiths mission is to enable organizations to easily distribute and monetize their data whether it is for internal users, private members or external customers. Selling data should be as simple as selling products in an e-commerce store and TickSmith simplifies the online data shopping and distribution experience for data buyers and provides the necessary tools for data producers to connect, package, unify and monetize their data.What youll be doing

• You will be building customer support processes and a team of Technical Support Specialists that work directly with our customers, partners and internal employees. This is your chance to build your ideal enterprise customer support dream team. At first you must be willing to do the customer support yourself as you scale your dream team.
• You will be mainly responsible for customer support, day-to-day production management and monitoring, acting as the primary point of contact for enterprise class customers (exchanges, trading firms, financial institutions, etc.). You will play a key role in coordinating and helping to find solutions to any customer problems that may arise, collaborating with the development teams and following-up with clients.
• Your first project will be to put in place a ticket system for tracking any customer incident/bugs (external/internal) and make sure that our contractual Service Level Agreements (SLAs) are met by following the best practice in the industry (ITIL).
• You will build the team and participate in the hiring process.
• You will also be responsible to oversees computer systems, laptops, desktops, IP phone system, TV, conference room, printer, scanner, network switches, firewalls, VPN, wifi / wired network, Internet, GSuite administration, license software and offers support to the internal system’s users / employees.
• You will track and maintain the inventory of hardware and licenses into our asset management system. You will oversee the internal organizations data storage, access and security. This aspect of the job includes maintaining, backing up and securing the data, as well as restoring files as needed.
• You will maintain a knowledge database and document all related processes of your team job and frequently asked questions (FAQs).

What youll need

• Customer Service – Since such a large part of your time will be spent directly interacting with clients, it’s important for you to have excellent customer service skills
• Troubleshooting – During the process of deploying our platform, at least a couple things are bound to go not as expected. Because of this, you need to be a good problem solver with strong software troubleshooting experience.
• Interpersonal Skills – Since supporting enterprise class customers will demand the efforts of an entire team, you will need to be able to effectively communicate (written and spoken) and work with the team
• Leadership – Act as a lead and coach to motivate and engage your team
• Ability to Multitask – The goal of providing good customer service is to make each client feel like they’re the only customer that matters
• Technical Knowledge – In order to be able to manage each client environment correctly, you will need to have a global understanding of technology such as Cloud, web, API, ...
• Highly motivated – Under a 24x7 operations environment, you are passionate about delivering enterprise class customer service

Assets

• Good knowledge in ITIL Foundation concepts
• 10+ years of related experiences within enterprise software support team
• 5+ years of experience leading a support team
• Experience with JIRA Service Desk or similar tool
• Knowledge of Cloud technology (AWS, Azure, GCP)
• Knowledge of networks, firewall systems, and routing protocols
• Experience with Windows and Unix operating systems
• Understanding of high availability web architecture and technology
• Knowledge of Big Data technologies

What you’ll get

• Knowledgeable & curious colleagues – From all walks of life and from all over the globe, our team members, whether in a senior, intermediate, or junior position, are more than happy to help you learn faster, wholl love learning from you and also, about you.
• Collaborative culture – Your input will be sought by other teams across the organization because we know we are all interconnected. You will have a direct impact on the way we do things around here. We built an environment of trust where we know the best work is done together and no one gets left behind.
• Technical challenges – It’s never a boring day when you constantly leverage your expertise and work with innovative technology to find solutions. You will see your suggestions and recommendations being implemented, having a direct impact on the company’s growth.
• Growth is encouraged – We embrace advancement and want to make sure that you feel empowered to grow and experience as much as possible while you’re here. We partner with you to guide you on your career objectives in all transparency. We know that one of the best places to find our future leaders/experts is internally and endorse those who have learned and progressed with us!
• Flexible Remote/Office Work Environment – What suits you best You can work remotely from home and/or choose to go to our office... or why not both You choose! Our office space has a great view of the Mount-Royal, plenty of natural light, and not to mention... a keg and pool table.
• Flexible hours – We recognize that you work hard and we encourage you to take the time to rest and recover when you’ve gone over and above the call of duty to get something done.
• Competitive benefits – We keep our ear to the market to reward your hard work and compensate you properly. We offer a comprehensive healthcare plan including medical, dental, telemedicine, and so on...

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