Technical Support Agent
New
Based in CanadaFull-Time
Salary not disclosed
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Job Details
- Languages
- Fluency in French is required, along with functional English
- Required Skills
- Analytical SkillsProblem SolvingTroubleshootingTechnical supportCRMSaaS
Requirements
- College diploma in Information Technology, Technical Support, or another related field, or equivalent relevant experience.
- Previous experience in B2B customer service, technical support, or a similar client-facing role.
- Strong interest in technology and the ability to quickly learn new software platforms.
- Excellent communication and interpersonal skills with a customer-first mindset.
- Strong analytical and problem-solving abilities with great attention to detail.
- Ability to manage multiple requests while maintaining organization and professionalism.
- Fluency in French is required.
- Functional English to support English-speaking customers across Canada.
- Experience with SaaS products, CRM platforms, or ticket management systems is considered an asset.
Responsibilities
- Respond to customer inquiries with professionalism, empathy, and a solution-oriented approach across various communication channels.
- Guide customers through the effective use of the software, providing clear explanations, troubleshooting assistance, and best practices.
- Diagnose and resolve technical issues efficiently while ensuring a positive customer experience.
- Maintain accurate documentation of customer interactions, technical issues, and implemented solutions.
- Monitor and follow up on open requests to ensure timely resolution and customer satisfaction.
- Escalate complex technical cases to specialized teams when appropriate while maintaining clear communication with customers.
- Collaborate with internal departments to identify recurring issues, improve support processes, and enhance the overall customer experience.
- Contribute to maintaining high service quality standards and fostering long-term customer relationships.
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