Manager, Technical Support

Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Our Customer Care team is looking for a Manager, Technical Support to join their growing team. This role is responsible for providing technical analysis and problem resolution for our Blackline Safety products. In this role, you will drive the development of service programs through our distribution partners that match our world class connected safety system.

Responsibilities:

• Lead, manage and develop a team of technical support analysts and supervisors to a high level of service excellence.
• Provide coaching and mentoring to your team to support their personal growth and development.
• Provide world class, 24X7 technical support for all Blackline Products and Services • Meet service level targets for case management and call handling.
• In collaboration with the customer care managers, oversee the management of our contact center solution to develop and maximize its potential for global call handling.
• Provides customers, internally and externally, guidance on technical support procedures and practices.
• Support handling practices to ensure that calls are directed and recorded according to standards.
• Monitor work schedules to ensure they meet customer service demands recommending adjustments as required and proactively planning for growth.
• Leverage key performance indicators (KPI’s) to improve the overall operational strategy within the Customer Care team; develop action plans to enhance individual and team performance to ensure service levels are met
• Respond to escalated customer requests from your team and internal departments.
• Proactively advise internal teams regarding SLA status and customer feedback with recommendations for how to improve product or process.
• Develop and ensure that department procedures are properly documented and regularly reviewed for accuracy and improvement opportunities.
• Keep the team up to date on new products and service impacting information to accurately respond to customer inquiries.
• Contributes to the development of accurate and relevant analytics reports.
• Collaborate with the senior technical support teams to identify best practices for Blackline for technical troubleshooting and problem resolution.
• Collaborate with the Customer Care management team for overall department alignment and success

Qualifications/Skills:

• Technical Diploma or Degree from a recognized institution.
• 5-7 years’ experience managing in a technical support/help desk environment. International or global multi-language experience is considered an asset.
• Experience administering call center telephone and ticket management systems.
• Strong technical aptitude and logical problem-solving skills.
• Shift scheduling in a 24-hour, 7 day a week operation.
• Process oriented while remaining flexible and adaptable.
• Technical knowledge base experience.
• Ability to translate data into actionable initiatives.
• Ability to energize and drive a group to high standards.
• Proven track record successfully leading a large team in a technical service environment.
• Clear communication skills, both written and verbal
• Strong interpersonal skills and ability to form strong relationships.
• The ability to achieve results in an ever-changing environment.
• Skills and principals of project management.
• Demonstrated experience in process development and continuous improvement.
• Knowledge of RMA (Return Merchandise Authorization) processes.

About Blackline Safety

Blackline Safety is a publicly-traded company (TSX: BLN). To learn more about our company visit www.blacklinesafety.com

We enthusiastically encourage all individuals to apply for positions that fit their passions.

Disclaimer:

Please be advised that Blackline Safety does not request payment or personal financial information at any stage of the recruitment process. Be cautious of any unsolicited job offers or communications that appear suspicious.