• Manager Customer Care
    • Canada - Remote
    • Permanent
    • Manager Customer Care/Application Support

      As a hands-on leader you will participate in and lead all aspects of the team’s efforts. You will be responsible for leading the resolution of complex incidents and product to product integrations. This leader provides mentoring and training to the Customer Care Application Support team (8) and collaborates with Development and Product Teams to help drive product evolution and customer success.

      Responsibilities:

      • Provide technical leadership for assigned product line by: reviewing knowledge documents, monitoring support communities, establishing and monitoring community forums and providing training to ASAs
      • Investigate technical problems to determine the root cause and work with Development on resolutions
      • Work with Development to improve the team's performance, product capabilities, and customer satisfaction
      • Research complex issues using the debugging tools before the issues are directed to Development
      • Work with ASAs and Development to ensure timely resolution of customer issues
      • Recommend creative workarounds for customer issues
      • Participate in enhancement request process and liaise with the Development Team and Product Director throughout this process
      • Collaborate with Development to prepare Customer Care for new releases
      • Ensure seamless transition through implementation and support by taking ownership and participating project planning
      • Advocate for product improvements to increase Reliability, Availability, and Serviceability
      • Participate in user group seminars, webinars, or sessions to help educate the customer base
      • Define and execute plan to upgrade clients to latest release
      • Lead the product team to exceed scorecard targets
      • Monitor product queues to ensure issues are handled within the published SLAs
      • Identify support intensive areas and develop mitigation plans to improve
      • Participate in RFQ and SOW creation when necessary
      • Travel to customer sites, user groups, and management meetings when necessary (post Covid) estimated to be 10% of the year
      • After hours (on call) support as needed


      Required Skills, Experience & Education:

      • 5 years of technical expertise in transit operations management – BONUS
      • Bachelor’s degree in a related discipline or equivalent experience
      • Knowledge of product to product and system integration (Oracle and SQL)
      • Basic SQL scripting and ability to interpret basic SQL errors and action appropriately
      • Experience in a fast-paced, enterprise level, mission critical technical support environment; or equivalent industry experience
      • Understanding of industry best practices around support services delivery
      • Core competencies include leadership, people management, customer service experience, process management, data analysis, problem solving, effective communication, well developed presentation skills, business acumen, and technical aptitude
      • Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels
      • Outstanding cross-organization collaboration skills
      • Highly organized, assertive and self-directed business style, with strong ability to multi-task and balance priorities
      • Excellent Communication skill, team oriented, self motivated and results oriented
      • Ability to handle high pressure customer situations
      • Proficiency in CRM/HRIS./ERP systems and the integration of relational databases (Oracle/SQL)
      • Proficiency in MS Office applications
      • Knowledge of Transit Industry is a plus

Poly Tech Talent Inc. is committed to accommodating the individual needs of job candidates, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), within our recruitment processes and skills testing practices. Job candidates are asked to contact us if you require any accommodations to ensure your equal participation in recruitment and job selection processes.