Argentus is kicking off 2022 working with another new client, this time in the IT Services space! This company is an innovative leader in their product category, servicing a variety of organizations in real estate, public sector and other industries with a combined hardware and software offering. Known for exceptional customer service, today, they’re looking to bolster that function even further by hiring an exceptional Head of Customer Support!
Working out of Calgary, AB, the Head of Customer Support will be a “player/coach” who will take on leadership of the company’s focused team of customer service representatives, while also working in a front-line capacity as well. This means proactively managing customer service inquiries and tickets as they arise, working to resolve or escalate any issues that clients encounter with the company’s product experience, and mentor / coach other team members in their own ability to effectively resolve issues. In this role, you will service clients across the country by offering technical support, and also utilizing third party technicians to conduct site visits for hardware fixes / equipment replacements. You will train individuals in the department, and develop strong documentation and processes around Customer Support to help build out the function as the company grows. In addition, you will work to proactively monitor clients’ services, offering fixes or solutions before problems arise. You will also work to develop metrics and reports around Customer Support to help measure the department’s success at solving customer issues.
In short, this is a great combination leadership and hands-on role for someone with strong IT Customer Service experience. A strong track record of successfully managing technical support, as well as coordinating multi-step resolutions to customer issues, is a must for this role. People Management experience is a nice to have, but our client would be happy to consider individuals with great support experience under their belt, looking to move into their first management role. If this sounds like you and you’re looking to move into a great new opportunity, reach out to Argentus today! Call 416 364 9919 or send an email with your current resume to firstname.lastname@example.org.
A full written job description is available upon request.