Team Lead, Technical Analyst (12-Month Contract)

Team Lead, Technical Analyst (12-Month Contract)

Software of Excellence – Join to apply for the Team Lead, Technical Analyst (12-Month Contract) role.

Location : Surrey, British Columbia, Canada

Availability

This is a hybrid role, with one day in office to facilitate brainstorming and team building. Our office is located across from Guildford Mall, in Surrey, BC.

Key Responsibilities

• Participate in planning and setting support projectabcdefghijklmnopqrstuvwxyz objectives, scope, and success criteria.
• Align project goals with organizational strategy.
• Lead, coach, and support the daily operations of the technical support team.
• Hire, onboard, train, and mentor support staff.
• Quotation monitor and evaluate team performance, ensuring adherence to SLAs.
• Provide coaching and development opportunities to improve skills.
• Foster a collaborative, innovative, and learner‑focused team culture.
• Act as an escalation point for complex technical and customer service issues.
• Ensure timely and effective resolution of customer problems.ೀಲ
• Maintain a customer‑centric approach and high satisfaction levels.
• Manage ticket queues and prioritize cases according to SLA guidelines.
• Track and analyze support metrics (KPIs) to identify trends and improve processes.
• Implement process improvements for efficiency and quality.
• Work closely with engineering, product management, and customer success teams to resolve complex issues.
• Provide feedback for product improvements based on customer interactions.
• Oversee day‑to‑day project activities across all phases : initiation, planning, execution, monitoring, and closure.
• Ensure deliverables meet quality standards and deadlines.
• Provide regular status updates and transparent reporting.
• Manage expectations and maintain strong client relationships.

Qualifications & Requirements

Our Recruiting Process

Compensation & Benefits

The posted range for this position is between $76,000 - $92,500 CAD, which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee payognition within the posted range including prior experience, training, current skills, certifications & education.

Benefits include unlimited paid flex days and paid birthday off.

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