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For your reference, we have included the original job posting below.


Team Lead, Support Operations

Job Number:22238587
Company Name:Research in Motion
Job Category:Information Technology
 

Team Lead, Support Operations
Title: Team Lead, Support Operations
Location: Ontario-Waterloo
Research In Motion Limited® (RIM)®is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless HandheldT product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?

POSITION SUMMARY
The Team Lead within BlackBerry Customer Technical Support will be responsible for the day-to-day operations of a Service Delivery team. Duties will include monitoring, and evaluating activity in the Customer Support Operations (CSO) Center and proceeding with proactive measures to ensure service levels and objectives are met and maintained. The Team Lead will be responsible for the day-to-day application of organizational policies and procedures and monitor performance of the team according to established monitoring standards. The Team Lead will also handle customer satisfaction escalations by analyzing the situation, determining appropriate solutions, and ensuring appropriate follow-up. It is expected that you will promote and maintain a team-oriented environment that is committed to the personal and professional advancement of team members as well as provide a positive environment, while ensuring business needs are met. The successful candidate will provide assistance to the team in the resolution of customer issues through coaching and development of the Technical Support Representatives. Responsibilities will also include to plan, direct, supervise, and evaluate workflow, recognize and recommend operational improvements, and have input into hiring and conduct performance appraisals.
ESSENTIAL SKILLS AND QUALIFICATIONS:
* Minimum of 1-4 years of previous Intermediate or equivalent Supervisory/Team Lead experience
* University or College education in a computer related field
* Previous experience managing customer escalations in a technical environment
* Technical background in IT, Support, Business Systems, or a similar environment
* Proficient knowledge of Outlook and/or Lotus Notes and an understanding of Technical "Product" Support
* Outstanding conflict and resolution skills
* Proven coaching and mentoring abilities
* Previous experience in conducting performance reviews
* Excellent verbal and written communication skills
* Strong organizational skills with a drive to implement, monitor, and maintain processes
* Proven team building and leadership skills
* A positive attitude and strong interpersonal skills is a must
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!
© 2009 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.

Research In Motion is an Equal Opportunity Employer.