Technical Support Agent, L1

Role Overview

• Efficiently manage and prioritize incoming support tickets.
• Troubleshoot and resolve technical issues related to company products and services.
• Provide accurate and timely responses to customer inquiries.
• Escalate complex issues to the appropriate internal teams when necessary.
• Deliver immediate assistance for emergency situations.
• Handle inbound customer calls and provide clear, concise explanations of technical concepts.
• Foster strong customer relationships through effective communication and problem-solving.
• Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions.
• Follow up to ensure all customer issues are fully resolved and satisfaction is achieved.
• Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions.
• Stay informed about product updates, features, and best practices.
• Participate in regular training sessions to maintain expertise in company products and services.
• Accurately document issues and resolutions using Salesforce or other CRM tools.

Requirements

• Post-secondary education in networking, computer science, or a related field is an asset; a high school diploma is required.
• Previous experience in a technical support or call center environment preferred.
• Familiarity with support ticketing systems such as Salesforce is a plus.
• Proficiency in Microsoft Office (Word, Excel, Outlook, etc.).
• Strong technical aptitude and troubleshooting abilities.
• Excellent communication skills, with the ability to remain patient and calm under pressure.
• Ability to work both independently and collaboratively within a team environment.
• Strong attention to detail and time management skills.
• Proficiency in French and English (written and spoken) required; Spanish preferred.