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Customer support manager Jobs in Montreal, QC

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Customer support manager • montreal qc

Last updated: 4 days ago

Support Manager

MaarutMontreal, QC, ca
Full-time

Reduce the number of incidents.Ensure operational stability and performance.Accelerate and improve incident handling.Improve incident resolution efficiency by fostering coordination among stakehold...Show more

Customer Success Manager

MotionMontréal, QC, CA
Full-time +1

Motion is creating the command center for creative strategists:.AI-driven analytics and intelligence platform that bridges the gap between performance marketers and creative teams, helping them unc...Show more

Customer Success Manager - Infrastructure & Geospatial technology (Remote - Canada)

Gilytics AGMontreal, Quebec, Canada
Remote
Full-time
Quick Apply

Canada and the United States and help them get maximum value from our solutions.If you’re passionate about customer relationships in the energy sector and love bridging teams to drive innovation, w...Show more

Customer Support Specialist

MedfarMontreal, Quebec, Canada
Full-time +1

You will be joining Emma, the Technical Support Team Lead, and her multidisciplinary team of over 15 members.Their mission is to support our clients when they encounter technical issues or need hel...Show more

Customer Support Agent (Software) [#4912]

AlteoMontreal, QC, Canada
Permanent

Alteo is looking for a Customer Support Agent (Software) for a permanent position based in Montreal.Hybrid work: 2 days in the office/week ***.Respond to user calls and emails (technical or softwar...Show more

Customer Experience & Quality Manager/Responsable de l'Expérience Client

Kitco Metals Inc.Montréal, Québec, Canada
Full-time
Quick Apply

This is a two-year contract position.From day one, you’ll take ownership of improving the moments that matter most in our customer journey.You’ll turn feedback into action, identify friction across...Show more

Manager, Customer Program I

IncoraLachine, QC, CA
Full-time

Pattonair and Wesco) is a leading, global provider of innovative supply chain solutions.Our promise to our customers is to reduce complexity and increase reliability so they can deliver mission-cri...Show more

Senior Desktop Support Engineer - VIP support, Escalations

Astra North Infoteck Inc.Montreal, QC, ca
Permanent

Desktop Operations & Escalations (DOE) – White Glove Support.VIP Support Lead / Executive Support Lead / EUC Escalation Lead / White Glove Desktop Lead).We are seeking a highly experienced White Gl...Show more

Technical Support Specialist/Spécialiste du support technique

Local LogicMontreal, QC, CA
Full-time
Quick Apply

Our mission At Local Logic, our mission is to help make sustainable, equitable, and prosperous cities through the power of data.We started our journey at McGill University’s urban planning departme...Show more

Customer Success Manager

VelixoMontreal, QC, CA
Full-time
Quick Apply

Location: Remote in Canada Reports to: Senior Director of Customer Success About the Role We’re looking for a Customer Success Manager (CSM) to help build and scale the next generation of Customer ...Show more

Manager, Customer Experience Trainee - Montréal-Est

The Toronto-Dominion Bank (Canada)Montréal, Québec
Full-time

Is it fun for you to connect with people from different walks of life and make lasting connections? Do you thrive in providing dynamic leadership to ensure seamless and impactful customer experienc...Show more

IT Support Specialist (Desktop Support) – Onsite.

NearSourceMontreal, QC, Canada
Full-time
Quick Apply

Job Title: IT Support Specialist (Desktop Support) – Onsite.Location: Montreal, Quebec, Canada.IT Support Specialist to support enterprise digital workplace systems in an on-site environment.The ro...Show more

Customer Care Manager

Randstad CanadaMontréal, Quebec, CA
Permanent
Quick Apply

My client, a Montreal-based leader in high-end architectural lighting solutions, is seeking its future Customer Care Manager.As a strategic pivot within the organization, your mission will be to tr...Show more

Customer Support Specialist (Bilingual: Canadian-French and English)

MarginEdgeMontreal, Quebec, Canada
Full-time

PLEASE APPLY HERE DIRECTLY: https://marginedge.We’re seeking talented folks to join our team and help customers in the US and Canada succeed and become passionate about our platform.The Customer Su...Show more

Spécialiste support client - ERP / Customer Support Specialist (ERP/Accounting)

Valsoft CorporationMontreal, QC, CA
Remote
Full-time
Quick Apply

Carrus Technologies est un fournisseur de premier plan de solutions ERP conçues spécifiquement pour l'industrie de l'aftermarket automobile.Ayant son siège social au Canada, Carrus dessert des dist...Show more

Account Manager (Customer Success Manager)

Next Generation IncMontreal, Quebec, Canada
Full-time

As an Account Manager (Customer Success Manager), you will be responsible for retaining and engaging existing Canadian clients by driving upsell and cross‑sell opportunities for our consulting serv...Show more

Dynamics 365 Business Central Customer Success Manager

BDORue De La Gauchetière Ouest,Montreal
Full-time

Putting people first, every day.BDO is a firm built on a foundation of positive relationships with our people and our clients.Each day, our professionals provide exceptional service, helping client...Show more

Customer Success Manager (Responsable du succès client)

ChapsVision FranceMontreal, Quebec, CA
Full-time
Quick Apply

Spécialiste du traitement de la donnée et de l’intelligence artificielle, ChapsVision permet aux entreprises et organisations gouvernementales de réussir leur transformation digitale et de créer de...Show more

Académie de support Genetec / Genetec Support Academy

GenetecMontreal, QC, CA
Full-time
Quick Apply

La dynamique de votre équipe :.Cherchez-vous à lancer votre carrière en support technique, mais n'avez pas toutes les compétences techniques nécessaires? L'Académie de support Genetec est un progra...Show more

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Support Manager

Support Manager

MaarutMontreal, QC, ca
9 days ago
Job type
  • Full-time
Job description
Job Description

Context:

  • VPTI Objective
  • Reduce the number of incidents
  • Ensure operational stability and performance
  • Accelerate and improve incident handling
  • Improve incident resolution efficiency by fostering coordination among stakeholders
  • Strengthen and improve follow-up and escalations with IFDS
  • Be more proactive; challenge incidents, root causes, and action plans

Requirements:

Incident Lead (iA and IFDS)

  • Must demonstrate strong leadership
  • Must possess a continuous improvement mindset
  • Must be autonomous and proactive in identifying and implementing processes
  • Excellent coordination skills
  • Demonstrates initiative, organization, and a strong sense of priority to orchestrate multiple simultaneous actions
  • Analytical skills to investigate complex technical issues, identify root causes, and find appropriate solutions, leveraging technical experts when necessary
  • Excellent understanding of IT systems and applications
  • Knowledge of support tiers (L1/L2) and ITIL best practices regarding incident and problem management
  • Clear and effective communicator in French, capable of simplifying technical issues for non-technical stakeholders


Requirements

Tasks:

Planning and Governance

  • Monitoring IT Support Performance Indicators: Define, implement, and monitor IT support performance indicators within the Savings sector.
  • Support for Indicator Implementation: Collaborate with teams to implement performance indicators within the Savings ecosystem.
  • Responsibility for IT Support Performance: Be accountable for the overall performance of IT support within the Savings ecosystem.
  • On-Call Schedule Management: Develop and maintain the schedule for on-call resources based on required expertise.

Monitoring and Detection

  • Analysis of IT Incident Statistics: Analyze IT incidents to identify trends and recommend corrective actions.
  • Monitoring of Vendor Major Incident Reports: Verify the quality of major incident reports submitted by vendors and ensure compliance with action plans.
  • Receipt and Validation of Incident Reports: Ensure the timely receipt of well-documented incident reports.

Response and Coordination

  • Facilitation of Daily Coordination Meeting: Lead the daily IT Support meeting for the Savings sector and ensure follow-up on ongoing incidents.
  • Monitoring of PRB Incidents: Participate in PRB meetings and rigorously document cases in collaboration with designated leads.
  • Monitoring of Open or Uninitiated PRBs: Ensure follow-up on ongoing PRBs and participate in coordination meetings with the steering committee.
  • Representation of the Savings Sector in Committees: Represent the Savings sector in various committees and ensure visibility regarding incidents and requests.
  • Monitoring of Critical Bugs (P1 and P2): Lead the analysis of critical bugs and ensure follow-up on corrective actions.

Analysis and Continuous Improvement

  • Recommendation of Improvements to Reduce Incidents: Identify and recommend improvements to decrease the frequency and impact of IT incidents.
  • Prioritization of Improvements: Distinguish "quick wins" from strategic improvements requiring prioritization in consultation with the Stability Domain Architect (DA-Stabilité).
  • Recommendation of Priority PRBs: Propose priority PRBs to the Stability Sector Architect (SA-Stabilité) for inclusion in delivery plans.
  • Critical Evaluation of Root Cause Analyses: Critically review vendor analyses and action plans to ensure their rigor and thoroughness.