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Hivestack: Manager, Platform Support


This is a Full-time position in Boucherville, QC posted July 1, 2021.

Hivestack is the fastest growing global digital Out of Home ad tech platform.

With just over three years under our belt, we already have a global presence and an international team.

We nurture the start-up mentality with a ” Bohemian twist”and we’re excited to welcome talented ambitious people who will embrace the ‘Hivestackers’ lifestyle.Hivestack is looking for a hands-on Manager, Platform Support who will ensure that our platform remains optimal around the clock and that our customers’ inquiries are resolved in the most satisfactory manner.

This role consists of leading a small platform support team in our Montreal headquarter, and providing leadership and assistance to platform support teams around the globe.

This opportunity will call upon your quick problem-solving skills, your acute attention to detail and your ability to manage multiple priorities in a complex and exciting technical environment.Responsibilities Lead a team that Answers clients’ technical requests.

Consult our clients (publishers and marketers) to help them get the most out of Hivestack Identify, troubleshoot and resolve technical issues.

Diagnose and escalate issues when appropriate.

Collaborate with various teams to ensure prompt resolution.

Develop an internal and external knowledge base Daily monitoring of the platform to forecast potential issues.

Develop platform support procedures, policies and standards to support client’s service level agreements that will be applied in all regions that Hivestack operates Find and implement off-the-shelf support tools to improve the efficiency of the support teams Work closely with the product and engineering teams to build troubleshooting tools for the Hivestack platform.

Recruit, mentor and develop team members and nurture an environment where they can excel through encouragement and empowerment Support other regions from a leadership and technical perspective with everything related to platform support.

Manage client escalations Qualifications 4+ years in a client facing platform technical support role in a web-based environment and 2+ years supervisory experience Bachelor’s degree in related field Experience with SQL (MySQL and/or PostGRES) Proven knowledge of scripting language (bash, python, Perl, HTML) Knowledge of Linux Understanding of databases Excellent spoken and written English Ability to work in a high energy environment with changing priorities Possess great attention to detail and autonomy