Lead technical support operations at Northern BI through Salesforce case management, QA reviews, team development, and complex troubleshooting. Guide Client Solutions Specialists daily.

As Client Solutions Specialist Team Lead, you will supervise scheduling, performance review support, mentoring, and escalated case handling. You will improve procedures, maintain the Knowledge Base, monitor SLAs, and coordinate escalations with Customer Success Managers. The work includes software, hardware, documentation, and training responsibilities.

Key Responsibilities:

- Supervise scheduling, team development, and performance review support
- Conduct QA reviews and enhance support procedures
- Manage Knowledge Base content and customer documentation




- Oversee Salesforce cases against service level agreements
- Lead recruitment, onboarding, and team training

Requirements:

- Five or more years of technical support experience
- Proven leadership or supervisory experience
- Technical degree or diploma preferred
- Microsoft Office proficiency, especially Excel
- Excellent communication and customer service skills

Bring technical support leadership, Salesforce expertise, QA discipline, and troubleshooting skills to Northern BI’s Client Solutions team.

📌 Technical Support Team Lead (Nova Scotia)
🏢 Northern Business Intelligence
📍 Nova Scotia