Summary
The Technical Support Agent offers first and second level support for Prodco customers. He is responsible for the tracking of incidents and the follow-up of user requests.
Mission
The main responsibilities and routine tasks of the Technical Support Agent are to:
- Own incidents and requests until resolution;
- Identify, research, troubleshoot and resolve support issues;
- Update customers on the status of their requests on a daily basis, or according to SLA (Service Level Agreement);
- Respond to customer requests via telephone calls, emails and ticket system requests;
- Offer a high level of customer service for users with various degrees of technical proficiency;
- Follow up with customers to ensure satisfaction;
- Report to management on recurring incidents;
- Carry out all other related tasks
Relevant experience
- Internship in Customer Support or 1-3 years of experience as a Customer Support Agent
- Customer service experience
Skills
- Excellent customer service skills
- Excellent communication and writing skills
- Good interpersonal skills
- Proactive and autonomous
Knowledge
- Bilingualism in English and French (oral and written)
Job Types: Full-time, Permanent
Salary: $40,000.00-$45,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- On-site gym
- Vision care
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Weekends as needed
Work Location: Hybrid remote in Anjou, QC H1J 3A1
