Customer Support Agent

Key Responsibilities Include

• Analyze and resolve incoming or scheduled support requests in accordance with the company's SLAs while maximizing customer satisfaction.
• Receive and process customer requests for technical support for our products through various channels: emails, incoming phone calls, or callback requests.
• Resolve complex product-related issues and collaborate with other departments to ensure a quick and effective resolution.
• Escalate more complex issues to higher-level support teams and/or management, and ensure communication with customers as needed.
• Provide fast and efficient service to customers in accordance with department guidelines and policies.
• Stay updated on the evolution of internal knowledge as well as our training processes, accessible on our sharing platforms, in order to accurately respond to customer inquiries.
• Utilize in-depth product knowledge to inform customers about product features or additional services to meet their needs.
• Be an ambassador for our customer experience by ensuring that various opportunities for process, system, or technology improvements are communicated to management or the product team.

About You

• Bachelor's degree in a technical field (computer science, technology management, etc.) OR equivalent professional experience.
• At least two (2) years of experience in customer service or technical support.
• Excellent communication skills (verbal and written) in French and English.
• Ability to quickly and effectively analyze a problem, determine its cause, take appropriate measures to resolve it, and follow up with the relevant parties.
• Capable of presenting information clearly and structured, including the ability to convey technical concepts to non-technical users.
• Skilled in providing excellent support to our clients by actively listening to their needs and properly investigating to gain a complete understanding.
• Aptitude for quickly developing relationships with others and adapting to different communication styles. Able to interact with colleagues and clients easily.
• Ability to comfortably manage high-pressure situations.
• Competence in multitasking and possessing strong time management skills.
• Aptitude for working with various web platforms, including Zoho, Jira, Slack, etc.
• Strong adaptability and learning ability in a constantly evolving industry.
• Aptitude for working with a high degree of autonomy.

Preferred

• Experience in the digital automotive sector is a plus (website content editing, syndication, technical support).
• Proficiency with Google or Microsoft Workspace: Excel, Sheets, Docs, Slides, etc.
• Bilingual in French and English.

Salary Range

$52,800.00-63,350.00