About this role
Technical Support Team Leader – Job Description
Who We Are:
Incorporated in 2005, Liberty Security is a Canadian privately owned company based out of Edmonton, with corporate offices, authorized dealers, and service providers located across the country. We are a team of motivated and caring people that has become a leading provider of smart home security and safety services for homes, seniors, and businesses of all sizes across Canada. We tirelessly source, test, and leverage the very latest in technology for life safety, property, and asset protection. We have installed over 70,000 residential and commercial systems in all 10 provinces and 3 territories. We also service over 100 healthcare facilities in Canada.
Your Role:
Liberty’s Technical Support Team Leader will provide guidance and direction to create an environment of accountability and learning to the technical support team while delivering exemplary service to our customers and partners. As a Technical Support Team Leader, you will assist in establishing team objectives, provide agents with opportunities to expand their knowledge of service, products, and troubleshooting techniques, and focus on improving performance and processes in an effort to better support customers.
Job Duties & Responsibilities:
- Elevate Liberty Technical Support to a pivotal role as a competitive advantage. Envision your team as the foundation influencing customer choices and loyalty to Liberty.
- Oversee a dynamic team of support agents, skillfully assigning and prioritizing tickets and tasks with precision.
- Demonstrate a keen understanding of data-driven decision-making, utilizing input metrics to optimize outcomes.
- Maintain consistent performance management practices, fostering accountability among agents to cultivate a high-performance team. Lead by example.
- Exhibit a meticulous attention to detail and exceptional organizational skills.
- Successfully navigate through process and organizational changes in a rapidly growing company.
- Respond to inbound calls from Liberty customers with professionalism and efficiency as needed.
- Validate agent time sheets, promptly address time-off requests, and strategically determine work schedules while coordinating additional coverage as necessary.
- Effectively manage escalated customer complaints, providing timely and effective solutions.
- Present comprehensive reports on Technical Support metrics during weekly/monthly meetings with the management team.
- Undertake additional responsibilities as assigned, contributing to the overall success of the team and organization.
Key Performance Indicators:
- Achieve SLA requirements for Inbound Call Queues
- Technical Support completion percentage
- Team Call Efficiency
- Technical Support Revenue
- Service Calls Completed
Skills Required
- Four-year bachelor’s degree or equivalent work history
- Technical supervisory/leadership experience for a minimum of 2 years
- Excellent verbal and written communication skills
- Experience in managing KPI’s and workforce management
- Ability to articulate and provide clear guidance
- Ability to work well with a team that is multigenerational and has multi-level skill sets
- Sales experience is a plus
- Experience handling customer escalations required
- The desire to lead and manage people
- Strong business acumen
Reporting To: Senior Customer Experience Manager
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