Technical Support Manager

  • Montréal, Quebec, Canada
  • Technical Support
  • Full-time
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Are you someone who believes that a positive experience can make a huge difference in people’s appreciation of specific companies, services or products?  As customers ourselves, are we not delighted each time we have a pleasant experience interacting with a customer service department?  Can you remember the best experience you had when in need of assistance?  Did it influence how you felt about the company?  Chances are, it did.

At Coveo, our Technical Support team is on a mission to transform every situation into an enriching experience, one interaction at a time, so that Coveo employees, partners and customers can strive towards their desired outcomes.  If this resonates with you, please read on. 

The mission

Coveo Support is not the typical call center that one might conjure up when  thinking of support.  We are not siloed into tiers (levels) of support.  Product Specialists are a team of specialists with great knowledge of the Coveo Platform.  The Technical Support Manager’s mission is to provide Product Specialists and their Team Leads with all the tools and resources to ensure that Coveo customers may get the best experience using the platform.

To do so, you will directly work with Support Team Leads to guide their management of the Product Specialists, by collaborating to identify key metrics, opportunities, and risks that need to be addressed to ensure the end goals of maximizing both customer satisfaction and employee engagement.

Sounds interesting? This is what it looks like on a daily basis!

Once you are all settled in to start off the day (whatever that means for you: coffee, side chat with colleagues, etc.), here’s what you’ll be doing:

  • Join a meeting with the rest of Coveo Technical Support management  to identify key initiatives to improve the service offered to customers
  • Review some escalation requests to identify the best next course of action in the ongoing support case
  • Meet with the team leads to review the status of ongoing projects intended to ease their daily work
  • Review past and current metrics to identify overarching trends in service and customer experience
  • Address punctual matters both external and internal
  • Take a look at employee engagement stats to evaluate approaches that may increase the quality of life of employees
  • Look over our latest benchmarking against industry peers

 

A passionate strategist and overseer

Coveo is a very fast-paced and dynamic company, meaning its management teams need to be ready to focus on building and improving team processes and dynamics, rather than maintaining them. This entails an ability to think of things at a high level and with a broad vision. This makes for an environment rich in challenge and stimulation and where one needs to have the flexibility to pivot quickly. Proven management experience in tech companies that have undergone rapid growth is a definite plus, but the following will speak for you.

  • You are a true believer in delivering enriching experiences
  • You are passionate about technical support and customer service
  • You are adamant in managing with the goal of maximizing both customer and employee satisfaction
  • You are bilingual (English and French)
  • You are organized
  • Finally, you strive working in a fast paced environment, believe in teamwork and collaboration, and are strategically-minded

Do we have a fit? Send us your resume and a cover letter, and convince us that you are a must-have rather than a nice-to-have.

Even if your background does not check every single box above, please consider applying. Experience comes in many forms but passion goes a long way and we appreciate that skillsets are transferable.

Join the CoveoLife!

We know that applying to a new role takes a lot of work and we truly value your time.

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!

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