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Technical Support Lead- Intelligenz

Technical Support Lead for recreation and facilities management solutions.
Banyan Software
Remote
Canada
Undisclosed salary
Job Description
Banyan Software is seeking a highly motivated Technical Support Lead to join Intelligenz Global, a portfolio company specializing in recreation and facilities management solutions. The Technical Support Lead will be responsible for delivering outstanding customer service and enhancing the customer experience. This role involves leading a team, solving complex customer problems, and providing all tiers of support, including final escalation. The successful candidate will be capable of troubleshooting, creating SQL scripts, performing root cause analysis, and managing escalated support.Responsibilities:
  • Serve as the primary contact for customer issues and the Customer Support team.
  • Manage incident triage and prioritize incidents based on severity and impact.
  • Monitor KPIs and SLAs, and implement processes for efficient issue resolution.
  • Prepare quotes for customers and manage payment partnership compliance.
  • Work directly with customers to resolve technical issues and identify needs.
  • Create SQL scripts to resolve data issues and migrate data.
  • Partner with the Senior Technical Support Engineer to integrate Development and Support teams.
  • Design, code, and implement new software applications.
  • Investigate, diagnose, and resolve incidents within SLAs.
  • Provide remote assistance and training to clients.
Requirements:
  • 10+ years of experience in a technical and customer-facing support role with a focus on Finance/Accounting systems.
  • Prior experience working with/for FinTechs is an advantage.
  • Experience with ERP solutions, SaaS products, or cloud-based services like Azure is essential.
  • Strong technical proficiency with the Microsoft platform, including SQL, .NET 6, and cloud setups, especially in Azure.
  • Excellent communication and problem-solving abilities.
  • Bachelor's degree in a related field or equivalent experience.
What Intelligenz Offers:
  • Competitive salary and benefits package.
  • Opportunities for career growth and development.
  • A dynamic and inclusive work environment.
  • The opportunity to work with cutting-edge technology and innovative solutions.
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Banyan Software

Banyan Software acquires, builds, and grows enterprise software businesses in niche vertical markets. With a permanent capital base, the company preserves the legacy of founders through a buy-and-hold-for-life strategy. Banyan aims to provide a permanent home for successful enterprise software companies, their employees, and customers. Recognized for rapid growth, Banyan empowers software companies serving specialized markets.

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