Team Leader, Customer Support

Company Information

Name of Hiring Company: Nuvoola AI

Nuvoola AI is an artificial intelligence firm based in Quebec, Ontario, and New Brunswick. We are market leaders in Artificial Intelligence (AI) computer vision, implementing virtual guard solutions, with facial, license plate, and character recognition, leveraging natural language interaction for various markets and industries. We thrive at optimizing business processes and solving complex operational problems. We are a recognized and talented team partnering with the best in the industry and take serious pride in helping our customers reduce their operating costs, be more competitive while improving their overall efficiency.

We offer a stimulating, high technology work environment and state-of-the-art projects, coupled with professional development and continuing education with access to international conferences and sophisticated work equipment.

Nuvoola subscribes to the principle of equal access to employment and promotes the diversity of the workforce.

Please apply via this link.

Job Title: Team Leader, Customer Support

Sector

☐ Management

☐ Finances and Administration

☒ Natural and Applied Science + Related Fields

☐ Health

☐ Sales & Services

☐ Supply chain, Transportation, and Related Fields

☐ Natural Resources, Agriculture

☐ Public Utilities – Fabrication & Services

Number of Openings: 1

Designated Work Area

Caraquet (NB), Montreal and Chambly (QC), Ottawa (ON) or working from home (during the pandemic)

Job Description

Are you passionate about creating sustainable solutions using AI and cloud technologies?

Responsibilities

As the Team Leader, Customer Support at Nuvoola AI, you will be recognized as an integral part of the customer support team. You will also work very closely with our customers and partners. The general responsibilities of the role are:

Your Role in Our Team

• Ensure that customer issues are resolved effectively while maintaining a high level of customer satisfaction.
• Contribute to the creation of a successful team by coaching and guiding team members on support procedures, best practices, and work processes.
• Lead incident resolution as well as incident management.
• Lead Problem Management sessions to continuously improve customer service.
• Constantly review our technical solution monitoring and provide input into what/where we should adjust to proactively prevent customer experience degradation.
• Help with quality assurance of service.
• Collaborate with sales, product, development, marketing, and strategic solutions teams to enhance the customer experience through improved workflows and product feature requests.
• Help improve communication with colleagues and clients by identifying missing articles and content for troubleshooting, creating internal documentation, and providing suggestions to improve the technical knowledge base as well as the quality of support responses.
• Communicate observations on changes and trends in management, quality assurance, and product development.

Essential Skills & Qualifications

• Exceptional communication and customer contact skills (English and French)
• Professional experience of at least 2 years in a team leader role in customer care
• Hands-on experience with tools such as Jira Service Management or ServiceNow
• Flexible working hours as our customers use our solutions 7x24
• Significant experience in customer support services
• Great ability to manage multiple priorities in a constantly changing environment
• Knowledge of the technology product development sector
• The ability to communicate at all levels (from employees to “C” level managers)
• Great presentation skills, commands professional respect when entering a room (he/she represents the image of Nuvoola AI)
• Dynamic, positive attitude.

Diplomas

☐ High School

☐ Professional Training

☒ Bachelor’s degree

☐ Master

☐ PhD

☒ Required / ☐ Privileged

Level in French

☒ Bilingual

☐ Fluent

☐ Good

☐ Average

☐ School level

☒ Required / ☐ Privileged

Level in English

☒ Bilingual

☐ Fluent

☐ Good

☐ Average

☐ School level

☒ Required / ☐ Privileged

Number of Years of Experience: 2 years

☐ Required / ☐ Privileged

Duration of Contract

☐ Fixed Duration (temporary)

☒ Undetermined Duration (permanent)

Starting Date: As soon as possible

Remuneration (Mandatory)

☒ Annual

☐ Monthly

☐ Weekly

☐ Hourly

Amount ($ CAN):

From____$______ To _____$______

The Information On The Salary Is

☒ Confidential

☐ Public

Additional Information

Why work at Nuvoola AI:

• Stimulating work environment and state-of-the-art projects,
• Professional development and continuing education with access to international conferences,
• Benefits after 3 months in position providing excellent coverage,
• Open work environment and sophisticated work equipment.

Nuvoola subscribes to the principle of equal access to employment and promotes the diversity of the workforce.