The role is for a Technical Support Specialist for a Canadian CRM Company.
We are looking for someone who enjoys technology, providing client satisfaction, and fixing client issues.
Important note:
- Working conditions: On-site OR Hybrid (the office is in Montreal downtown).
- French if required!
Your mission is as follows:
●Make sure the requirements provided by the customer are clear and actionable.
●Provide updates and feedback to the customer on their opened tickets.
●Validate estimation with the CRM consultants and keep the customer updated accordingly.
●Communicate with the delivery center manager to coordinate the team allocation and ticket dispatch.
●Manage the support boards to make sure everything is up-to-date.
●Communicate with the Customer Success Manager when the customer does not have a support contract and requests for support.
●Help the Finance and Customer Success Manager to answer if the customer needs justification on the support hours consumed.
●Manage support ticket assignments with our external support partners.
●Escalate any risks identified on a support request (unavailability, feedback, technical challenge…).
●Fill the scorecard to track KPIs of the role.
●Improve support SOP.
About you:
●Minimum 3-5 years of experience working in a similar role and fast-paced tech environment;
- Basic to intermediate knowledge of the following technologies: PHP, MySQL, Apache, JavaScript.
- Intermediate knowledge of source code control technology, such as Git and SVN.
●Excellent interpersonal and customer service.
●Responsiveness and ability to communicate calmly.
●Attention to detail and good problem-solving skills.
●Bilingual (French & English).
●CRM knowledge.
●Scrum master skills.
Nice to have:
- Knowledge of Docker or Kubernetes technology;
- Linux operations.