Case Support Manager Technical
Case Support Manager Technical
Posted on :
07-04-2025
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1 Vacancy
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Job Description
- Location: Remote (within Canada)
- Department: Client Support & Operations
- Reports To: Head of Client Success
- Full time Monday to Friday
Staff4half is recruiting a Case Support Manager for our client to lead and optimize their case support operations. This key role will oversee the full case management lifecycle ensure compliance with client SLAs maintain 24/7 support availability and proactively address potential service disruptions. The manager will also provide handson Tier 12 Microsoft Teams Voice support and manage case escalations across platforms. We seek a strategic thinker dedicated to enhancing support efficiency client satisfaction and operational excellence.
Key responsabilities:
- Case & SLA Management: Oversee endtoend case handling (triage prioritization resolution) enforce SLAs (monitor response/resolution times) manage case queues (reallocate/escalate) create support documentation (escalation workflows troubleshooting) and own 24/7 support (staffing oncall incident response).
- Proactive Client & Service Integrity: Implement realtime client outage/degradation notifications maintain accurate client service/contact/escalation records refine client communication protocols (updates maintenance resolutions risk mitigation) and identify/prevent trending issues with relevant teams.
- MS Teams Voice Support (Tier 12: Resolve complex Teams Voice issues (routing SIP Direct Routing CCaaS) troubleshoot (provisioning quality network) liaise with Microsoft/vendors for escalations and enhance Teams Voice support documentation (guides RCA KB).
- CrossTeam & Process Improvement: Collaborate with internal teams (engineering network product) for issue resolution/prevention manage vendor/partner communication for escalations develop case/escalation/satisfaction reporting and identify/implement operational workflow improvements.
- Client Engagement & Escalations: Be the main point for highpriority escalations (timely/satisfactory resolutions) provide regular client support performance updates (trends times pain points) conduct postincident reviews (lessons learned) and foster strong client relationships (proactive communication support excellence).
Qualifications & Experience
- 5 years in technical support case management or client success (cloud comms/SaaS).
- Expert in Microsoft Teams Voice (troubleshooting configuration CCaaS/telephony integration).
- Proven SLA management and KPI/performance alignment.
- Demonstrated leadership in support team management workflow optimization and process improvement.
- Proficient in support trend analysis reporting and proactive solution recommendation.
- Deep knowledge of escalation management vendor coordination and 24/7 support.
- Strong client communication and relationship management skills especially in highpressure situations.
- Experienced with ticketing/case management tools (e.g. Zendesk ServiceNow Freshdesk Salesforce).
- Microsoft Teams certifications (MS700 MS720 preferred.
Why Join Us
Our client isredefining the communication landscape. As our Case Support Manager you will play apivotal role in shaping our support strategy driving client success and enhancing operational efficiencies.
Employment Type
Full Time
Key Skills
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