Technical Support Team Lead
InfoVista
Gatineau, Quebec
Job description
Description:
InfoVista helps fixed, mobile and broadband communications service providers (CSPs) and IT-intensive enterprises improve the customer experience, reduce customer churn and deliver differentiated services, while improving the capital efficiency of their infrastructure. The real-time network intelligence we gather from today’s information-rich networks enables them to assure service quality, manage network performance, optimize network configurations, and plan the technology upgrades required to handle future network and service demand.
As a key member of the Global Customer Care team you will contribute to creating a customer-first culture where customer success is valued every step of the way. You will be working in a fast-paced environment and will exploit your technical skills along with your inter-personal abilities in order to deliver best-of-class customer care services. The successful candidate will be self-motivated and able to quickly learn new and advanced product-related technologies. The candidate will also possess a combination of strong technical skills and communication skills.
Responsibility:
The Support Team Leader is responsible for L3 Support for InfoVista customers:
Resolving complex customer service requests within target timeframes
Interacting with Development, Product Management and other internal groups to ensure timely problem resolution
Managing 1st Level Escalation for North American customers and reporting critical escalation to the WW Customer support Director
Mentoring new Support Engineers on processes, communication and best practices
Actively contributing to product Knowledge Base
Keeping himself and the team abreast of new product and technology developments
Desired Skills and Experience
Technical Skills:
Experience with OSS architectures (distributed, redundant, cloud, secured)
Hands-on Linux system Administration skills
Networking experience and understanding of basic networking protocols
Some knowledge of programming and scripting (Shell, Perl, Python, PL/SQL) is a plus
Knowledge of database principles and preferably experience with Oracle is a plus
Experience with storage environments is a plus
Interpersonal Skills:
Strong customer (internal & external) communication skills
Fluency in English and French
Handle multiple tasks and projects simultaneously in a fast-paced environment
Experience:
5 years’ experience in Support technical domain
Bachelor Degree in Computer Sciences (or equivalent)
