Technical Support Manager

Location: Montreal, Quebec, Canada

Department: Gorilla Group

Type: Full Time

Min. Experience: Mid Level

For over 20 years, Gorilla has been devising, creating, and implementing end-to-end ecommerce solutions. We’re a client-driven culture, looking for resourceful, motivated, and talented individuals to help us exceed our client’s expectations at every turn. We offer a challenging and rewarding environment where you’ll have the opportunity to work with leading brands, collaborate with some of the brightest people in the industry, and share in our mutual success. This includes benefits that are so competitive they may challenge you to a race.

Gorilla Group is seeking a Technical Support Manager to join our Managed Services team in Montreal.  This person will serve as the day to day contact to Gorilla's clients and translating their priorities and business needs to the Gorilla technical teams to support and evolve ecommerce solutions.  This role will require excellent client communication, technical acumen and an overall understanding of Gorilla’s business units.  The Technical Account Specialist will require the ability to shift gears between client communication, setting team prioritizations, and setting requirements.

What you’ll be doing:

  • Serve as client contact for tickets; ensuring proper incident level, ascertaining business requirements, and prioritizing within context of team queue
  • Guide/educate clients on proper use of the system admin panel when opportunities present
  • Manage and monitor the work queue for multiple clients by directing tasks to the right parties (Application Support Lead, Sysadmin, QA)
  • Monitor Gorilla team activities and escalate when SLA thresholds are breached on tickets
  • Escalate critical issues as required
  • Execute incident reporting protocol by sending regular updates to escalation points and client
  • Ensure tickets follow proper workflow and provide feedback on possible efficiencies
  • Work with the Managed Services Manager to help forecast upcoming workload
  • Work closely with Gorilla’s Account Managers to build, develop, and grow any business relationships vital to the success of the account

You should bring to the table:

  • 2+ years of experience as a Project Manager/Business Analyst in the IT industry
  • Detail oriented with strong organizational skills
  • Must possess strong analytical skills with demonstrated problem solving ability.
  • Exercising high levels of initiative, judgment, and diplomacy required.
  • Understanding of technical support practices such as ticket documentation, service level agreements, escalation processes
  • Client focus with an ability to maintain relationships and resolve client conflicts
  • Innovative thinker who is positive, proactive, and readily embraces change
  • Excellent time management and prioritization skills
  • Resourceful, flexible, adaptable and ability to work well with limited direction and oversight
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