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.

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.

Medical, Dental & Vision Healthcare Plans
New Hire Stipend for Home Office Set-Up
Generous PTO
Refuel
a service based recognition program where employees receive additional paid time away to learn grow and reset
Paid Holidays, Floating Holiday, Volunteer Day, Recharge Day

Customer Support Agent

Key skills