Customer Service Team Lead

Location: Burnaby, BC, Canada

Department: Customer Service

Type: Full Time

Min. Experience: Mid Level

Job Summary

NETDIGIX SYSTEMS, is recognized as an industry leader in IT Managed Services, Cloud Hosting and IT Project Consulting in Vancouver and the Lower Mainland. With an ever growing clientele we are looking for a Customer Service Team Lead to join our team. 

What’s in it for you?  At Netdigix, we understand that our success comes from the people we hire and that is why we honour our employees with a great compensation package that includes full medical and dental benefits, paid holidays, sick days and vacation. From day one, each member of the team is prepared and given tools that will help their personal and professional development. Our team thrives in a charismatic relaxed culture that celebrates our successes with Friday, Quarterly and Annual social events. If you want to join a growing, aggressive and dynamic company that rewards personal achievements and challenges you to grow, THIS IS THE POSITION FOR YOU! 


The Role:

As a Customer Service Team Lead, you will act as an escalation point for our clients. Reporting to the Managing Director, the role acts as a liaison between our Clients and our internal IT technicians, ensuring that all contacts are handled in an efficient and timely manner. You will be required to create clear and concise tickets to ensure that we meet our client’s expectations.


Your success will be achieved by:

  • Ensuring that all tickets are triaged and dispatched within our Help Desk System
  • Acting as an escalation point for our clients and technician’s, owning the customer service experience we provide
  • Establishing a high-performing team through coordination and supervision of our Support Desk and Field Technicians on a day to day basis
  • Participating and managing regular meetings with our Support and Project teams
  • Holding monthly conference calls with our Managed Clients to ensure we are exceeding our clients’ expectations (regular touch points)
  • Conducting quarterly business review meetings with Netdigix Management and Client Management
  • Taking an active role in project requirements, priorities, resources, budget and schedule for projects and sales orders
  • Owning the Warranty Renewals Service Board and ensuring renewal quotes are generated and provided in a timely manner
  • Handling Customer Billing Issues and working with Management to ensure a positive outcome for both the client and Netdigix
  • Working with our Technical Account Manager and Business Development teams to ensure all Sales leads are contacted and quotes are provided in a timely manner
  • Being part of the leadership team and ensuring we live our Mission, Vision and Core Values
  • Generating a weekly business health scorecard for review in Leadership Meetings
  • Reviewing and updating our Time Billing, Service Tickets, Project Tickets, Sales Orders, Sales Opportunities, Procurement Cost and Customer Satisfaction Scores to ensure they are accurately maintained for the weekly business health scorecard
  • Managing Office related duties as required
  • Annual Salary $42,000 - $48,000


Who You are:

  • 5 plus years of experience Customer Service and Team Leader roles
  • Experience and well versed understanding of ITIL and other IT Service Delivery methods
  • Exceptional leadership skills; excellent interpersonal and communication skills
  • Effective coordination, follow-up and time management skills
  • Love to work in a Team and fast-paced environment
  • Comfortable with technology
  • Demonstrated abilities in problem solving and conflict resolution
  • Good understanding of Microsoft products (Excel, Word, PowerPoint)
  • Highly Motivated Self-Starter who is comfortable working independently
  • Business Diploma an asset




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