Chef d'équipe support technique

MEDFAR Solutions Cliniques is a healthcare technology company seeking a Technical Support Team Lead to oversee and coordinate technical support activities for users of their software, MYLE. The ideal candidate will have excellent mastery of MYLE, completed college studies in computer science or a related field, and 3-5 years of experience in a team lead position in customer or technical support. Fluency in French and English is required, with advanced bilingualism a plus.

Requirements

• Lead a team of technical support agents
• Create, prioritize, assign, and track daily tasks and team work progress
• Supervise team performance against ICPs
• Coach team members and accompany them in their skill development
• Track and manage escalations
• Perform functional and technical analyses on documented requests
• Organize and manage team meetings
• Provide a report to the National Client Services Director on team task progress
• Work closely with the development team to resolve technical issues
• Collaborate with other departments to maximize customer satisfaction
• Document department procedures
• Contribute to documenting internal and external knowledge base
• Ensure the training and integration of new team members
• Participate in hiring new team members

Benefits

• Contribution to RRSP
• Comprehensive group insurance
• Paid holidays
• Annual training allowance
• Onboarding program
• Internal and external career growth opportunities
• Support from a well-being and social committee