ABOUT SDL:

SDL is the leader in global content management and language solutions. With more than 25 years of experience, SDL helps companies build relevant digital experiences that deliver transformative business results on a global scale. Ninety of the top 100 global brands trust SDL to simplify the complexity of managing content across multiple brands, websites, languages, and devices. We are looking for a Technical Support Manager to work in our office in Montreal, Canada.

ABOUT THE ROLE:

The SDL Technical Support Manager is responsible for services that result in high levels of customer satisfaction.  Reporting to the Director of Language Enterprise Support, the Technical Support Manager will thrive in a challenging environment where s/he will develop, lead and motivate  a team of technical support professionals in Canada and Spain to provide excellent technical support with outstanding customer service and satisfaction. This position has frequent contact with customers, partners and SDL executives as well as peers and direct reports.   

This position requires an excellent communicator with a solid ability to work independently and as a collaborative team member.  The ideal candidate will be highly motivated and will have experience in a similar role.

KEY RESPONSIBILITIES INCLUDE:

• Provide outstanding customer support by leading, developing and motivating the team to provide excellent technical support, efficiently and within budget.
• Apply leadership and technical expertise in providing direction across the support team.
• Drive continuous growth in the support team through performance management, mentoring, and training.
• Develop capacity for change; initiate, manage and sustain change at individual, initiative and organizational levels.
• Manage customer escalations, owning communication to customers and internal departments.
• Provide management information to track progress against Customer Support KPIs and enable effective resource planning  across the global support team
• Deliver a unified customer support experience for clients by coordinating activities and liaising with peers and executives in other relevant teams. 
• Drive close internal collaboration and training across product lines to improve support and integration of products

QUALIFICATIONS / EXPERIENCE

• Minimum of 5 years relevant work experience in technical support  -- ideally working  with applications both on premise and a SaaS environment
• A minimum of 2 years’ experience of managing a team of technical staff.
• Strong command of process, metrics and measures related to technical support delivery
• Strong interpersonal skills and superb communication skills (both verbal and written). Must feel comfortable interfacing with customers and internal groups.
• Strong leadership skills and the ability to demonstrate results based on team performance.
• Proven ability to effectively lead teams through a period of change
• Experience in supporting Windows Client-Server and Web applications
• Able to travel abroad
• Occasional flexible working hours

 WHAT TO BRING:

• Ability to follow departmental processes
• Exceptional time management and ability to prioritize duties
• Make suggestions on existing processes to increase the overall efficiency
• Collaborative style
• Keen interest in technology and desire to learn about SDL technology
• Bilingual French/English is a MUST

NICE TO HAVE:

• SalesForce Service Cloud knowledge
• Knowledge and experience of working with ITIL and KCS
• Previous CAT Tool experience
• Knowledge of localization processes
• Strong knowledge of Microsoft SQL database
• Knowledge of and ability to write VBA scripts or other types of scripts

YOU WILL BE A GREAT FIT IF:

• You like a challenging but rewarding fast-paced environment
• You love working with some of the top global brands
• You love finding solutions to complex problems
• You are willing to develop your technical skills

EDUCATION AND EXPERIENCE:

• University Degree
• Previous experience in a similar role

WORK ENVIRONMENT

• Brand new modern open concept office with breakfast and fruits available as well as great coffee.
• A Keg for special events!
• Located a couple of minutes from Peel metro station, very practical in winter as you don’t need to go outside.
• Possibility to do charity work for 5 days paid.
• 3 weeks’ holiday.
• Fun social committee.
• Gym membership and massage therapy discounts.
• Access to a vast library of eLearning training.
• Great benefits plan (dental, medical, STD/LTD, EAP…