Technical Support Team Leader

Responsibilities

• Lead a team of Level 1 and Level 2 technical support agents responsible for providing the best services to our clinical users.
• Create, prioritize, assign, and monitor daily tasks and the work-progress of the team based on deliverables.
• Supervise the performance of the team in relation to the defined KPIs.
• Coach team members and support them in their skills development.
• Follow-up and manage escalations.
• Perform functional and technical analysis on requests documented in the ticketing system (Salesforce).
• Organize and manage team meetings.
• Report to the Director of Customer Services on the progress of the team's tasks and propose corrective measures when necessary in order to meet the objectives set.
• Work closely with the team of developers to resolve technical issues that are beyond the capabilities of the department.
• Collaborate with other departments in order to maximize the satisfaction of our customers.
• Document the procedures of the department.
• Contribute to documenting the internal and external knowledge base.
• Provide training and onboarding to new team employees.
• Participate in the recruitment of new team members.
• Perform other related duties.
• Expert knowledge of MYLE
• Completed college studies (DEC) in computer science or other related discipline.
• 3 to 5 years of experience as a team leader in customer or technical support (nice-to-have)
• Mastery of the PC environment, its software and G Suite.
• Knowledge of scripting language (SQL).
• Good communicator and listener, who can share his/her opinion.
• Motivated by the achievement of results and able to lead, train, coach and motivate a team in terms of performance and the achievement of objectives.
• Excellent organizational skills, priority management and respect of deadlines.
• Ability to manage multiple tasks simultaneously and to work under pressure.
• Flexibility and adaptability.
• Capable to assume responsibility.
• Advanced bilingualism (fluency in French and English both oral and written).
• Working Conditions:
• Location: Montreal
• Permanent full-time position (40 hours per week)
• Hybrid work model
• Languages : Fluency in French and English, both written and spoken, is required.
• What's in it for you?
• Remote work and flexibility (supporting work-life balance)
• RRSP contribution
• Healthcare insurance from day one
• Paid time off: 3 weeks + 1 additional week between Christmas and New Year
• Annual training allowance ($1,500) to support your professional development
• An onboarding program to help you get familiar with our environment and the digital healthcare field
• All IT equipment is provided, with additional gear if needed
• Internal growth opportunities (promotions, internal mobility)
• Support from a wellness and social committee, with initiatives to foster team cohesion, mental health, and employee well-being
• A company culture focused on transparency, collaboration, and innovation
• Join a dynamic and innovative environment where your work has a real and wide-reaching impact, helping to modernize healthcare in Canada and internationally.
• With offices around the world, fluency in both French and English is a must at MEDFAR. Because of the need to communicate with colleagues and/or customers in other provinces or countries, bilingualism enables us to communicate in both languages while promoting the use of French.
• MEDFAR has voluntarily subscribed to an Equal Employment Opportunity Program ( EEOP ). We encoura

Benefits

Additional Information

As Technical Support Team Leader you will be responsible for overseeing and coordinating all user technical support activities. Your contribution to the technical support team will have a direct and significant impact in the department's quality and on-time compliance. Your areas of intervention are to monitor the team's work and to coach team members while providing support on incidents related to the use of our software, MYLE. Under the National Director of Customer Services, you will join a multidisciplinary team whose mandate is to help our customers when they encounter technical problems.

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