Customer Support Team Lead

About Circle Cardiovascular Imaging

Circle’s vision is to enable healthier Lives through better imaging by transforming cardiac magnetic resonance imaging (MR) and other advanced imaging technologies to improve Cardiovascular Care. Circle Cardiovascular’ s CVI42 is the Cardiac MR market leader imaging processing software.

Circle Cardiovascular Imaging (Circle) designs, builds, and implements the best-in-class cardiovascular Magnetic Resonance Imaging solutions. At the heart of everything we do is our unrelenting drive to continually offer better solutions for healthcare providers that improve healthcare outcomes. This fuels our creativity, informs our decisions and it is the reason we are passionate about our work and most importantly why we are successful.

We are careful stewards of resources focused on optimizing both customer and investor value. We strive to make Circle a place where employees are highly valued, engaged, and have opportunities for professional development. Our roots are medical and digital, our passion is contagious, and our people are amongst the best.

Position Overview

The Team Lead, Technical Solutions and Support is a player/coach role providing frontline leadership within Circle's Technical Solutions and Support team while remaining an active, hands-on contributor to managing the team's ticket queue. This role provides day-to-day guidance, coaching, and escalation support to Customer Support team members, and ensures consistent, high-quality technical support for Circle's products. The Team Lead will be located within Circle's corporate office in Calgary. Regular working hours are 9:00 am to 5:00 pm local time; this role will occasionally require responding to customer needs outside those hours.

The Team Lead, Technical Solutions and Support reports to the Regional Manager, Technical Solutions and Support.

General Responsibilities

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities. You may not be required to perform all duties listed and may be required to perform additional, position-specific duties as required by the launch of a new product. The ideal candidate will be flexible and adaptable to fast-moving environments and will be comfortable responding to the changing needs of the customer.

Serve as the first point of leadership escalation within the Support team, resolving or escalating complex technical and customer situations promptly and consistently; including direct customer communication and conflict resolution to ensure a high level of customer satisfaction.

Provide remote technical support to solve customer questions, including analyzing, categorizing, and prioritizing issues, assisting other technical support specialists in resolving tickets, and carrying an individual ticket backlog as needed.

Coach and mentor Support team members on technical troubleshooting, customer communication, and adherence to department procedures.

Monitor ticket queues and workload distribution across the team, helping balance assignments to ensure timely response and resolution.

Ensure continuous Technical Support coverage through daily workforce management and resource planning.

Assist in the maintenance, optimization, and hygiene of the support ticket management system.

Maintain and utilize dashboards to provide data-driven insights of support operations.

Model and reinforce best practices for documenting customer feedback and issues through the ticketing system.

Collaborate with Circle stakeholders (sales, clinical support, customer success) to identify gaps or risks to customer health and ensure alignment of Technical Support services to mitigate risks.

Responsible for oversight and coordination of Tier 2 ticket escalations, including cross-functional collaboration with engineering, product management, and QA, and communication of defects and resolution across internal stakeholders and customers.

Maintain excellent knowledge of Circle's product suite, both technically and to some extent clinical workflows.

Provide input to department leadership on team performance, training needs, and process improvements.

Help ensure continuity of team operations and consistent application of department procedures when direct leadership is unavailable.

Be a role model for company culture and department standards.

Required Skills/Experience

• 5 to 8 years of experience in progressively responsible roles within Solutions Architecture, System Administration, or IT Support functions, preferably in the Medical IT sector, including some experience informally or formally leading, mentoring, or coaching.
• Strong leadership, collaboration, and interpersonal skills, with professional presence and the ability to handle diverse and escalated customer situations.
• Outstanding listening, comprehension and clear, concise and grammatically correct oral and written communication skills.
• A solid understanding of LAN and WAN networking, switching, routing, and firewalls.
• Experience with medical industry software and hardware is highly desirable; DICOM, PACS and HL7.
• Experience with system software/technologies such as virtualization (VMware, Citrix), GPUs, Windows desktops, Mac desktops, client-server solutions, cloud solutions, Windows Server, Linux, and LDAP/Active Directory.
• Detail oriented and have excellent follow through skills.
• Scripting experience with related toolsets and best practices is desirable.
• Experience maintaining ticket management systems, queues, workflows, backlogs, and dashboards (ie. JIRA Service Desk, ZenDesk, etc..).
• Exposure to cloud services and implementations such as Amazon Web Services, Microsoft Azure, Google cloud or similar is highly desirable.
• The ability to speak additional languages fluently would be beneficial.

Educational Requirements

A Computer Science degree or equivalent in real-world experience.

An academic background or industry experience in the medical industry; exposure to the fields of Cardiology, Neurology, and medical imaging are all highly desirable.

About the Benefits

• Competitive compensation and vacation
• Transportation allowance
• Flexible working arrangements

Employee Wellness Program

• Professional development and tuition reimbursement program
• Gratifying internal recognition/kudos programs
• Annual salary review – based on company and individual performance
• Fun, inclusive, ego-free environment where diversity and individual thoughts are encouraged and valued
• Upon joining Circle CVI, you will be welcomed into a collaborative and supportive company with uncompromising values on quality, innovation, culture, and customer service. Join us in changing the medical technology world and submit your application below!
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