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Added 14 mins ago
TT
Retail Store Associate Part Time - Marshalls Bayers Lake
The TJX Companies, Inc.
Halifax, NS
- Part-time
Support for you and your family through our Associate and Family Assistance programs, offering helpful resources and services to enhance your well-being.
Added 29 mins ago
LC
Pharmacist, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Vaughan, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Merchandiser, Hourly Part Time Day
Loblaw Companies Limited
Toronto, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Merchandiser, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Toronto, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Merchandiser, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Toronto, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Merchandiser, Hourly Part Time Day
Loblaw Companies Limited
Toronto, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Merchandiser, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Vaughan, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Merchandiser, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Toronto, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Merchandiser, Hourly Part Time Day
Loblaw Companies Limited
Toronto, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Pharmacist, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
London, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Merchandiser, Hourly Part Time Day
Loblaw Companies Limited
Ottawa, ON · Nepean, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Cashier, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Owen Sound, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
W/
Sales Associate
WIRELESSWAVE / WAVE SANS FIL
Rocky View No 44, AB · Rocky View County, AB
- Full-time
Extras: RRSP matching, discounts on your wireless/residential services, accessories, and more!
Added 29 mins ago
SD
Livreur(euse), rémunéré(e) à l’heure – PHX temps partiel Quarts de travail flexibles
Shoppers Drug Mart
Trois-Rivières, QC · Greater Trois-Rivieres Metropolitan Area
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Merchandiser, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Aurora, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Pharmacy Student, Hourly Part Time Day
Loblaw Companies Limited
Maple, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Post Office Clerk, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
AB · Edmonton, AB
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Assistant Front Store Manager, Hourly Part Time Day
Loblaw Companies Limited
Markham, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Pharmacy Intern, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Markham, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Assistant Front Store Manager, Hourly Part Time Day
Loblaw Companies Limited
Markham, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
SD
Associate, Salaried Part Time Day
Shoppers Drug Mart
Mississauga, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 29 mins ago
LC
Pharmacy Manager, Hourly Part Time Day
Loblaw Companies Limited
Oakville, ON
- Part-time
…providers, practice to full scope in providing professional services, dispensing medication, and assisting in the maintenance of the…
Added 29 mins ago
SD
Bilingual Supervisor, Patient Care (Oncology)
Shoppers Drug Mart Specialty Health Network
Mississauga, ON
- Full-time
…coaching, and mentoring of any direct reports with regards to customer service, reimbursement, training/services coordination, etc., and managing the required scope of service for a variety…
Added 29 mins ago
LC
Senior Manager, Learning, Development and Engagement
Loblaw Companies Limited
Toronto, ON
- Full-time
…collaboration, communication and engagement across Central Pharmacy Services. This role shapes and delivers learning, engagement and communication strategies that support business…
Added 29 mins ago
TH
Sales Associate Part Time (ST. JOHN'S)
The Home Depot Canada
St. John's, NL
- Part-time
Discuss available options (good, better, best) and suggest related items/services outside of department that the customer may need

Staples Canada

Bilingual Technical Support Team Lead

Richmond Hill, ON, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Experience: 2-3 years of leadership/supervisory experience and in a technical field
Posting language: English
Posted: Oct 2, 2026

Original job description

Some of what you will do:

As the Technical Support Team Lead, you will be responsible for the supervision and development of a team of Technical Support Agents, providing quality support to our internal customers. You will inspire the team to deliver exceptional service to our internal customers through feedback, coaching and performance management. You will lead your team of direct reports, engaging in performance management, talent development, recruitment, and training. As a lead, you will support our high standards for customer experience by leading the daily operations of the Tech Support Operations team, acting as an impartial resource for service escalations and partnering with various cross functional teams to deliver a seamless customer experience. Be willing to work weekends, evenings, and available for after-hours support in the event of an outage.

Specifically, You Will:

Create and manage shift schedules to ensure adequate coverage for support services.
Create, modify, and maintain knowledge articles to minimize recurring technical issues and improve first-call resolution.
Ensure high customer satisfaction by managing response times, average wait time, ageing tickets, and quality of support services.
Oversee and manage all IT incidents, ensuring proper prioritization and timely resolution.
Generate and update reports on support team performance and review them with Sr. Manager.
Responsible for developing and maintaining a high-performance work team that delivers remarkable service.
Evaluate and recommend tools or technologies to enhance support efficiency and effectiveness.
Manage inventory levels and disruptions with vendors and notify Sr. Manager if service impact is anticipated.
Provide a positive experience by leveraging strong and professional communication skills, thoroughly understanding the problem, and systematically and efficiently diagnosing and resolving the problem using approved processes.
Support frontline operations as required, including but not limited to call queue, handling/creating technical support tickets, triaging inbound contacts across multiple service paths, etc.
Attend product knowledge sessions, and transfer knowledge to L1 & L2 (knowledge articles, one-on-one training, or team training sessions) as appropriate.
Keep current on customer issues and technical escalations, refer recurring or high-risk situations to the Sr. Manager with proposed resolution and partner to resolve.
Support chain wide outages by assisting with verification, sending communication, and or aligning L1 resources to support recovery plans.
Investigate ageing incidents and escalations and work with cross-functional teams to resolve. Refer recurring or high-priority incidents to the Sr. Manager with the proposed resolution and partner to resolve them.

Some of what you need:

2-3 years of leadership/supervisory experience and in a technical field
4-5 years in a customer service environment
Degree, diploma or certificate in a technical field an asset.
Proficiency in French language is required.
Information technology hardware, software, and related systems in an enterprise environment.
Help Desk/Call Center operations and administration.
Strong technical background ability to navigate various systems and tools.
System utilities, features, installation, maintenance procedures and diagnostic techniques
Demonstrate interpersonal and communication skills in working with users to interpret and provide appropriate solutions.
Strong communication and customer service skills.
Ability to de-escalate customer concerns by leveraging empathy, logic and superior soft skills.

Physical demands/working conditions:

Office environment – Hybrid, with 4 days onsite in Richmond Hill, subject to the hybrid policy.

Some of what you will get:

Associate discount
Health and Dental benefits
RRSP/DPSP
Performance bonuses
Learning & Development programs
And more...

#MakeAnImpact

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.

About the Team

At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together.

We are building an inclusive and diverse team

Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

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More about this job

Responsibilities

The Technical Support Team Lead is responsible for supervising and developing a team of agents to ensure high-quality service and performance. They will manage daily operations, handle escalations, and maintain technical knowledge resources to support internal customers.

Requirements

Candidates must have 2-3 years of leadership experience in a technical field and 4-5 years of customer service experience. Proficiency in French is required, along with a strong background in IT systems and help desk administration.

Skills

Technical support
Team leadership
Performance management
Coaching
Customer service
Incident management
Knowledge management
Scheduling
French language proficiency
IT hardware
IT software
Help desk operations
Diagnostic techniques
Communication skills
De-escalation
Problem solving

Benefits

Associate discount
Health and Dental benefits
RRSP/DPSP
Performance bonuses
Learning & Development programs

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Team Lead
Performance Management
Coaching
Recruitment
Training
Operations Management
Service Escalations
Knowledge Articles
IT Incidents
Reporting
Inventory Management
Call Queue
Diagnostic Techniques
Enterprise Environment
Help Desk
Call Center
System Utilities
Communication Skills
De-escalation
Hybrid
Richmond Hill
Staples Canada

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