Supervisor, Senior Technical Support

Responsibilities

• Lead and support a team of Senior Technical Support Analysts and Field Technicians to deliver high levels of service excellence.
• Supervise and coordinate the activities of Field Technicians, ensuring timely responses to on-site support needs and efficient issue resolution.
• Provide hands-on technical support for all Blackline Products and Services, assisting in troubleshooting and problem resolution.
• Act as a point of escalation for complex technical issues, working closely with internal teams to achieve prompt resolutions.
• Provide coaching, mentoring, and guidance to team members to foster their growth and development.
• Review service level targets for case management to ensure customer satisfaction and proper escalation assignment.
• Provide clear guidance to both internal and external customers on technical support and field support best practices.
• Monitor team schedules to align with customer service demands, plan proactively for growth, and recommend adjustments as needed.
• Utilize key performance indicators (KPIs) to assess performance, identify improvement areas, and develop action plans to enhance team efficiency and meet service levels.
• Respond to escalated customer requests, collaborating with internal teams to resolve issues efficiently.
• Communicate customer feedback to internal stakeholders, recommending improvements to products or processes.
• Ensure department procedure documentation is accurate and regularly reviewed for improvement opportunities.
• Keep the team informed about new products and service-impacting updates for accurate customer support responses.
• Support the development of analytics reports to track performance and identify trends.
• Collaborate with the Customer Care management team to ensure department alignment and overall success.

Requirements

• Technical Diploma or relevant certification preferred; equivalent work experience considered.
• 1-3 years experience in a Technical Support position.
• Previous leadership or mentoring experience is an asset.
• Experience supervising field technicians or coordinating on-site support services preferred.
• Strong technical skills to troubleshoot and resolve hardware and software issues.
• Familiarity with call center telephone and ticket management systems is an asset.
• Strong technical aptitude and problem-solving skills.
• Experience managing shift schedules.
• Process-oriented with flexibility and adaptability.
• Familiarity with technical knowledge base systems.
• Ability to analyze data and implement actionable performance improvements.
• Strong written and verbal communication skills.
• Excellent interpersonal skills and relationship-building abilities.
• Ability to thrive in a dynamic and evolving environment.
• Basic project management knowledge.
• Experience with process development and continuous improvement is beneficial.

About the Company

Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. Our broad portfolio is designed to save lives, monitoring personnel working alone in a variety of environments—from populated areas and indoor facilities to the world’s most remote locations. Blackline’s solutions protect people in the event of falls, missed check-ins, man-down alerts, and exposure to explosive or toxic gases. All design, development, sales, support, and production are managed from our headquarters in Calgary, AB. Blackline Safety is a publicly-traded company (TSX: BLN) and values diversity among its talented employees. We are an equal opportunity employer and welcome applications from all backgrounds.

Note: Blackline Safety never requests payment or personal financial information during the recruitment process. Be cautious of unsolicited job offers or suspicious communications.