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GardaWorld - Edmonton - Technical Support Team Lead - in person
Business Unit: Corporate

Career Area: Operations and Administration

Location: Edmonton, Alberta, CA

Technical Support Team Leader - Job Description - role is in person on site

Who We Are:

Incorporated in 2005, Liberty Security is a Canadian privately owned company based out of Edmonton, with corporate offices, authorized dealers, and service providers located across the country. We are a team of motivated and caring people that has become a leading provider of smart home security and safety services for homes, seniors, and businesses of all sizes across Canada. We tirelessly source, test, and leverage the very latest in technology for life safety, property, and asset protection. We have installed over 70,000 residential and commercial systems in all 10 provinces and 3 territories. We also service over 100 healthcare facilities in Canada.

Your Role:

Liberty's Technical Support Team Leader will provide guidance and direction to create an environment of accountability and learning to the technical support team while delivering exemplary service to our customers and partners. As a Technical Support Team Leader, you will assist in establishing team objectives, provide agents with opportunities to expand their knowledge of service, products, and troubleshooting techniques, and focus on improving performance and processes in an effort to better support customers.

Job Duties & Responsibilities:

Elevate Liberty Technical Support to a pivotal role as a competitive advantage. Envision your team as the foundation influencing customer choices and loyalty to Liberty.

Oversee a energetic team of support agents, skillfully assigning and prioritizing tickets and tasks with precision.

Demonstrate a keen understanding of data-driven decision-making, utilizing input metrics to optimize outcomes.

Maintain consistent performance management practices,



fostering accountability among agents to cultivate a high-performance team. Lead by example.

Exhibit a meticulous attention to detail and exceptional organizational skills.

Successfully navigate through process and organizational changes in a rapidly growing company.

Respond to inbound calls from Liberty customers with professionalism and efficiency as needed.

Validate agent time sheets, promptly address time-off requests, and strategically determine work schedules while coordinating additional coverage as necessary.

Effectively manage escalated customer complaints, providing timely and effective solutions.

Present comprehensive reports on Technical Support metrics during weekly/monthly meetings with the management team.

Undertake additional responsibilities as assigned, contributing to the overall success of the team and organization.

Key Performance Indicators:

Achieve SLA requirements for Inbound Call Queues

Technical Support completion percentage

Team Call Efficiency

Technical Support Revenue

Service Calls Completed

Skills Required

Four-year bachelor's degree or equivalent work history

Technical supervisory/leadership experience for a minimum of 2 years

Excellent verbal and written communication skills

Experience in managing KPI's and workforce management

Ability to articulate and provide clear guidance

Ability to work well with a team that is multigenerational and has multi-level skill sets

Sales experience is a plus

Experience handling customer escalations required

The desire to lead and manage people

Strong business acumen

Reporting To: Senior Customer Experience Manager

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GardaWorld: Make the world a safer place
GardaWorld, a global leader in security, offers exciting career opportunities in an evolving industry. We celebrate diversity and invite talent from all backgrounds to apply.

Job Segment: Technical Support, Loss Prevention, Manager, Performance Management, Technology, Security, Management, Customer Service, Human Resources

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📌 GardaWorld - Edmonton - Technical Support Team Lead - 50k - in person (Alberta)
🏢 GardaWorld
📍 Alberta