Company Profile:

Canadian Fiber Optics Corp is a privately held specialty telecommunications company that designs, builds, and operates fiber optic networks to provide high-speed internet services in rural / remote communities and regions. The Company deploys core expertise in fiber construction and strategic industry partnerships to deliver critical fiber infrastructure and high-speed internet services to residential, commercial, and industrial customers. From design and construction to network operations, to the provision of end user services, CFOC connects rural businesses and communities to the world.

Job Summary:

Canadian Fiber Optics Corp.is looking for a dedicated and knowledgeable Technical Support Supervisor who will be responsible for overseeing and managing a team of technical support specialists, ensuring high-quality service delivery to customers. This role involves leading the team in troubleshooting complex technical issues, ensuring timely resolution of service requests, and maintaining high levels of customer satisfaction. The supervisor will provide guidance, training, and mentorship to team members, monitor performance metrics, and collaborate with other departments to improve processes and systems. This role also involves coordinating escalations, managing shift schedules, and implementing strategies to enhance team efficiency and technical expertise.

Responsibilities

Supervise and manage a team of technical support specialists, ensuring efficient handling of customer inquiries, service requests, and issues.

Provide technical guidance and mentorship to support staff, ensuring adherence to best practices and service standards.

Monitor and evaluate team performance, providing regular feedback and conducting performance reviews.

Handle complex customer escalations, ensuring timely and effective resolution of technical issues.

Develop and implement training programs to enhance the technical knowledge and skills of the support team.

Analyze support data and metrics to identify areas for improvement, recommend process changes, and drive continuous improvement initiatives.

Maintain high levels of customer satisfaction by ensuring quality service and quick resolution of issues.

Collaborate with cross-functional teams, such as engineering, product management, and sales, to resolve technical challenges and share customer feedback.

Ensure compliance with company policies, procedures, and service level agreements (SLAs).

Manage the teams schedule, including shift allocation and coverage, to ensure 24/7 support availability if necessary.

Stay current on new technologies, industry trends, and company products to provide accurate and up-to-date support.

Skills:

Strong People Skills: Ability to interact effectively with customers and colleagues, demonstrating empathy, patience, and a genuine desire to serve.

Problem-Solving: Proficiency in identifying and resolving issues efficiently, utilizing analytical thinking and creative problem-solving techniques.

Communication: Excellent verbal and written communication skills in English, enabling clear and concise communication with customers and team members.

Collaborative Approach: Enjoyment of working in a team-oriented, collaborative environment, contributing positively to team dynamics and achieving common goals.

Technical Aptitude: Possess a strong technical knowledge and understanding, enabling effective troubleshooting and support for technical issues.

Organizational Skills: Exceptional organizational skills, including the ability to manage time effectively, prioritize tasks, and handle multiple responsibilities simultaneously.

Computer Proficiency: Strong proficiency in Microsoft Excel/Word and general computer skills, facilitating efficient work processes and documentation.

Efficient Work Management: Ability to organize work efficiently, set priorities, and meet deadlines, ensuring tasks are completed effectively and on time.

Positive Attitude: Maintain an outgoing, positive attitude, fostering a supportive and engaging work environment and enhancing customer interactions.

Qualifications:

Previous Telecom experience

2+ years in Customer Service or Technical support supervisory or leadership role.

Excel and reporting experience

Experience in managing performance metrics and key performance indicators (KPIs).

Ability to lead a team in a fast-paced, dynamic environment and adapt to changing priorities.

Other Requirements:

This is a full-time position (40 Hrs/week) and requires being on-call and occasional evening and weekend shifts.