JOB SUMMARY\: 

We are looking for a qualified team leader who will help manage the SuiteCommerce Team in Toronto. As part of the Global Support Organization, the SuiteCommerce Team Lead will help oversee the SuiteCommerce operations in the early NoAM shift. The SuiteCommerce Team Lead will also be responsible for mentoring team members and help them achieve and exceed the performance expected from them.

QUALIFICATIONS\: 

·         At least 2 years of tenure in NetSuite

·         Strong Technical Knowledge in SuiteCommerce Product Area. Having a SiteBuilder knowledge is a plus

·         Preferably with SuiteGuru, SME Status, or is working on achieving the status

·         Must have an overall rating of E or O in their last annual performance review

·         Possesses strong leadership and Outstanding Customer Service skills

·         Mastery of Support Policies and Procedures

·         Passion for high performance and continuous improvement

·         Willing and able to work on a flexible schedule on weekdays, including extended hours, as well as report regularly on weekends and weekend holidays as business needs require

KEY RESPONSIBILITIES\: 

·         Provide helpdesk support to a team of SuiteCommerce/SiteBuilder Support Specialists/Engineers

·         Take escalated calls that require higher level of technical skills and mastery of process and policies

·         Supervise and manage Technical Analysts who support global customer and partners with their inquiries and concerns over the telephone, email and/or chat

·         Provide ongoing feedback/coaching and inputs to Manager i.e. during annual performance review amongst others

·         Work with the Support Management team in coming up with different strategies to address challenges in the Customer Service operations

·         Perform service quality monitoring audits and provide immediate coaching

·         Review Team Staffing/Scheduling daily and collaborate with the Workforce team to ensure Case and Call Service Level Targets are consistently met

·         Work with the Quality Team to ensure that the Customer Satisfaction ratings and Q4Q scores are maintained at exceedingly high marks

·         Work with different internal departments (e.g. AMO, TAM, PS, PM, etc.) on customer escalations or complex product inquiries

JOB SUMMARY: 

We are looking for a qualified team leader who will help manage the SuiteCommerce Team in Toronto. As part of the Global Support Organization, the SuiteCommerce Team Lead will help oversee the SuiteCommerce operations in the early NoAM shift. The SuiteCommerce Team Lead will also be responsible for mentoring team members and help them achieve and exceed the performance expected from them.

QUALIFICATIONS: 

·         At least 2 years of tenure in NetSuite

·         Strong Technical Knowledge in SuiteCommerce Product Area. Having a SiteBuilder knowledge is a plus

·         Preferably with SuiteGuru, SME Status, or is working on achieving the status

·         Must have an overall rating of E or O in their last annual performance review

·         Possesses strong leadership and Outstanding Customer Service skills

·         Mastery of Support Policies and Procedures

·         Passion for high performance and continuous improvement

·         Willing and able to work on a flexible schedule on weekdays, including extended hours, as well as report regularly on weekends and weekend holidays as business needs require

KEY RESPONSIBILITIES: 

·         Provide helpdesk support to a team of SuiteCommerce/SiteBuilder Support Specialists/Engineers

·         Take escalated calls that require higher level of technical skills and mastery of process and policies

·         Supervise and manage Technical Analysts who support global customer and partners with their inquiries and concerns over the telephone, email and/or chat

·         Provide ongoing feedback/coaching and inputs to Manager i.e. during annual performance review amongst others

·         Work with the Support Management team in coming up with different strategies to address challenges in the Customer Service operations

·         Perform service quality monitoring audits and provide immediate coaching

·         Review Team Staffing/Scheduling daily and collaborate with the Workforce team to ensure Case and Call Service Level Targets are consistently met

·         Work with the Quality Team to ensure that the Customer Satisfaction ratings and Q4Q scores are maintained at exceedingly high marks

·         Work with different internal departments (e.g. AMO, TAM, PS, PM, etc.) on customer escalations or complex product inquiries