Afterhours Shift Lead

Afterhours Shift Leader

Position Description:

The After-hours Shift Leader is responsible for supporting multiple Service Desk clients and a leveraged group of analysts, supporting them technically, functionally and operationally. The ideal candidate must possess strong interpersonal skills and a good balance of technical leadership abilities; including an understanding of how support services are delivered to multiple clients while meeting internal and client objectives. The After-hours Support Center Shift Leader will mentor and train team members on technical developments, customer service and serve as a resource for handling advanced technical issues. As a working leader, the After-hours Support Center Shift Leader’s duties will include both front-line and leadership responsibilities. This role will support overnights, weekends, and holidays.

Come Work With Us!

At Buchanan Technologies, we offer a great employee experience with a fun but professional work environment. Our Prince Edward Island Support Center is based in beautiful downtown Charlottetown on the top floor of the Atlantic Technology Center. Our office is flooded with natural lighting and access to a wrap-around rooftop deck. Aside from a competitive salary, Buchanan Technologies is proud to offer various employee programs that help add value to your daily life.

• Fully Paid Benefits (Single orFamily Coverage) that include Health, Dental, Vision, Life Insurance, and more…
• RRSP plan that sees your contributions matched by Buchanan Technologies
• Technology Purchase program that ensures you always have the latest tech for personal use
• Paid education/certification program that not only helps you build your professional skills, but is also part of the foundation for salary increases semi-annually
• Standard vacation allotment + 10 Paid Holidays and 6 paid sick days per year

Essential Duties/Responsibilities:

• Fielding customer requests and other front-line duties in support of our clients’ needsin a fast, friendly manner and can explain complex technical processes
• Guide and coach team members on technical and service issues to ensure effective resolution
• Ensure service level agreements & quality standards are consistently met or exceeded
• Provides second tier support, for incident, and problem management to end users on technology issues
• Administer technical and procedural documentation in support of client and agent needs
• Administer and deliver training content to team members as required
• Other duties as needed

Required Skills:

• Work in a fast-paced environment, demonstrated ability to meet deadlines and service level agreements
• Attention to detail and ability to multi-task talking to customers while performing technical computer work
• Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
• Mature, self-motivated, and professional with excellent written and verbal communication skills
• Strong problem solving and analytical abilities while working independently
• Strong commitment to quality customer service
• Regularly demonstrates initiative in supporting the customer outside of expected job assignments
• Attention to detail and ability to multi-task talking to customers while performing technical computer work
• Ability to follow and improve existing and new processes and procedures
• Proficiency and Experience with Microsoft Office products
• Ability to manage multiple tasks and priorities
• Strong analytic and problem solving skills
• Candidates must also be able to work assigned shifts

Experience/Education:

• Previous supervisory experience, preferably in a call center or technical support center environment would be considered an asset.