IT Customer Care Manager (Tier 3)



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Job Type




Salary Range

Based on Experience

No. of Openings


Branch Information

Toronto, ON - Regional - (CAN) 305 Milner Avenue Suite 903 ON Toronto , ON M2J 5C2 Phone : 416-510-1211



Job Description

Our client in the IT service management solutions field is looking to expand their team and are in search of an IT Customer Care Manager (Tier 3) in the Toronto area.

You will be leading a Tier 3/Dev Teams who would be instrumental in troubleshooting complex product issues and design, develop and configure to meet client requirements. This hands-on position requires broad engineering competence and in-depth technical knowledge of application software development and demonstrated experience successfully resolving complex customer issues in a dynamic environment. Successful candidates must be motivated to work in a data-driven environment, have a desire to drive process improvement, and capable of driving complex issues into a full resolution.


*5 years' experience in providing technical support to global customers using the SAAS

platform and Cloud infrastructure, assisting with integration and product-related queries

automation controls as a Tier 3/4 Support engineer.

*Experience as an IT/System Admin - strong advantage

*Experience utilizing debugging tools and lab simulations to analyze problems and identify


*Recent management experience (at least 2 years).

*A proactive, energetic, and go-getter mentality. Thrive in a multi-tasking environment.

*Flexibility to work in a 24 x 7 X 365 environment.

*Extraordinary interpersonal skills as well as written / verbal communication skills

*Experience multitasking in a fast-paced high growth B2B software environment

*Results-oriented team player who demonstrates best in class customer service skills

*High written and verbal communication skills in English

*BS/BA degree in Computer Engineering or related discipline.

*Proven development experience in client-side technologies such as JavaScript ,

jquery or react.

*Working knowledge with Web Services (SOAP and REST APIs)

*Experience working with Databases(MsSQL, Oracle, MySQL)

*Scripting in Groovy a plus


*Manage and grow Tier3 and Custom Dev Customer Care Team (5 employees) in different

regions and time zones

*Conduct hands-on technical investigation for customer tickets that are being escalated

*Lead and develop projects for our clients

*Keep the experience for our customers at the highest standards

*Set KPIs and pursue top service standards to meet those KPIs

*Conduct hands-on technical investigation for customer tickets that are being escalated

*Provide insights based on data to identify improvements in the team day-to-day operation

*Identify new tools and technologies to better serve the customer

*Act as the voice of the customer across the organization

*Develop and execute plans for personal team members development

*Will have a dotted line to a leader in the R&D department to improve knowledge, processes,

and working methodologies.


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free environment. We are committed to creating a welcoming, fair and inclusive

environment by offering equal opportunity to access our services. At ManpowerGroup,

we are committed to providing accommodations, and will work with you to meet your