Soutien au chef d'équipe / chef de projet

Description

We are seeking a dynamic and motivated individual to join our team as a Support Team Lead / Project Manager. The successful candidate will be responsible for leading our support team and managing projects related to our ERP software dedicated to law professionals.

Responsibilities :

• Lead and manage the support team to ensure timely and effective resolution of customer issues.
• Drive insightful metrics to monitor team performance and identify areas for improvement.
• Develop and maintain a comprehensive knowledge base and help center to support customers.
• Build and maintain strong relationships with customers to ensure high engagement and satisfaction levels.
• Oversee the implementation process for new clients, ensuring a smooth transition and successful onboarding.
• Facilitate the cycle of change management within the support team and among customers, ensuring that changes are effectively communicated and implemented.

Qualifications :

• Previous experience in a support team leadership role.
• Strong project management skills with the ability to prioritize and manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills.
• Experience working with ERP software and / or in the legal industry preferred.
• Familiarity with change management principles and experience guiding teams and clients through the change process.

Primary Functions :

• Serve as first stop for any support related questions from the support team
• Coordinate and run the weekly support team meetings and support team workflow
• Accountable for the adherence of assigned support analysts to the support center metrics
• Conduct bi-weekly 1 on 1 meetings with assigned support analysts
• Provide performance review input for assigned support analysts
• Coordinate and develop application cross-training for support analysts
• Ownership of all assigned client cases through resolution
• Proactive client communications to ensure client satisfaction
• Liaison between client and all functional departments
• Verification and troubleshooting of client reported information
• Replication and documentation of software defects
• Research and develop creative solutions to customer reported issues
• Provide application expertise and technical issue resolution via phone, email or electronic ticket system
• Maintain on-going knowledge of applications and client environment
• Participate in status calls with Client and company representatives, as needed
• Provides feedback on training materials and needs of the team
• Effectively multitask and manage priorities
• Completes other projects and duties as assigned
• Other duties as assigned.

Competencies :

• Action Oriented
• Approachability
• Customer Focus
• Managerial Courage
• Patience
• Peer Relationships
• Time Management
• Bilingualism (EN / FR)
• Strong communication skills
• Anglais et français car nous avons des clients dans le reste du Canada et aux États-Unis*.
• Seul les candidats retenus seront contactés*.

Harris souscrit à un programme d’accès à l’égalité en emploi et les candidatures des membres des groupes visés à savoir les femmes, les personnes handicapées, les personnes autochtones et les minorités visibles sont encouragées à soumettre leur candidature.

Si vous êtes une personne handicapée, vous pouvez recevoir, sur demande, de l’assistance pour le processus de présélection et de sélection.

L'équipe de recrutement de talents de Harris n'a pas recours aux messages texte pour entrer en communication avec les candidats ou solliciter des informations confidentielles.

Nous encourageons tous les candidats à postuler sur des postes publiés. Ils seront contactés soit par un gestionnaire de Harris, soit par un membre de l'équipe de recrutement de talents pour un entretien, dès lors que les critères requis sont satisfaits.

• English and French as we have customers in the rest of Canada and the United States*.
• Only successful candidates will be contacted*.

Harris is an Equal Opportunity Employer and members of the following targeted groups are encouraged to apply women, persons with disabilities, aboriginal peoples and visible minorities.

If you are a person with a disability, assistance with the screening and selection process is available on request.

The Harris Talent Acquisition team does not use text messages to contact candidates or solicit confidential information.

We encourage all candidates to apply for advertised positions. They will be contacted either by a Harris manager or by a member of the Talent Acquisition team for an interview once the required criteria have been met.