Technical Support Quality Assurance Manager

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Are you methodical, an excellent communicator, and passionate about Linux Cloud solutions? Web Hosting Canada (WHC) is seeking an effective leader and communicator in our Montreal office to oversee the quality of our support communications, and manage the continuous improvement of our technical support team.

The rundown

Under the supervision of the Director of Operations, your objectives will be twofold: (1) to review, evaluate and continuously improve the level of quality of WHC’s support and customer service teams, and (2) to help improve the continuous training process for our customer-facing teams.

What you'll be doing

  • Review a sample of the monthly communications and interventions of approximately 50 customer-facing support agents, managing over 500 daily interactions
  • Recommend improvement vectors, coaching opportunities, and highlight exceptional work
  • Create, recommend or improve training or onboarding programs for team members
  • Participate in the maintenance of the WHC documentation to ensure that accurate and current information is available to both clients and agents
  • Participate in coaching and continuous training initiatives
  • Help resolve complex issues or escalated customer complaints

Who you are

  • Proficient communicator in both French & English, spoken and written
  • A natural leader with a positive attitude and a constructive approach
  • A technical problem-solver, with at least 3 years of experience in the technical support fields, ideally within a hosted services company.
  • Experience in customer service
  • Experience with cPanel, backed by cPanel certifications
  • Comfortable working within a Linux server environment
  • Post-secondary education in a related field or equivalent experience

Useful skills, but not mandatory

  • Management or leadership experience in support or customer service teams in a related field.
  • Certifications:
    • ITIL
    • LPIC
    • Redhat
  • Server management (LAMP stack)
  • Programming & Scripting: PHP, JavaScript, Bash, HTML/CSS
  • DB Management: MySQL
  • SEO & Online Marketing
  • Ping-pong (weekly tournaments!)
This full-time job is currently open in our Montreal office and has an immediate availability. Think you've got what it takes? Apply today!
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