User Support

2 weeks ago

Montreal, Quebec, Canada Transit App Full time
We have a strong support culture here at Transit. The reason millions of people are using our app isn't just because Transit, the app is great. It's because there's no barrier between how Transit's users are actually encountering the app and the product getting built.

As the first line of contact with our app users, you'll be responsible for sharing feedback about what users are thinking, what they hate, what they love, and how they interact with the app to our developers, designers, and the rest of the company.


As the voice of our users, you'll track new features from development to release and create new user facing documentation on them, help our developers crush bugs, and ensure that the app is the best it can be for our users.


Responsibilities:

  • Triage and respond to user feedback to ensure everyone is helped in a timely manner
  • Be the Agatha Christie of bug reports: you'll be expected to do detective work and describe technical bugs in detail for example, you will uncover why a user is not able to purchase a new bus ticket, or why realtime arrival data is not appearing for one specific user.
  • Be on the lookout for new features by attending demos so you know what users are talking about, and share user feedback for product development.
  • Your partners in crime will be developers, data integrators, product designers, and communications people. Yes it's a lot of moving parts — and you'll often be the glue between them
  • Maintain, improve, and create new support resources like our userfacing Help Centre, employeefacing wikis, and other miscellanea.
  • Be the champion of the end user to the rest of the company. This is a big one.

Requirements:

  • Can digest large amounts of information to ferret out what's important, and loves solving word and data puzzles
  • Is not freaked out by managing lots of simultaneous tasks (you gotta be onepart air traffic controller, remember)
  • Has empathy: if you feel anxious/distracted when you know someone isn't being helped, that's a good thing
  • Is a human checklist of the following adjectives: quicktolearn, curious, and diligent
  • You'll be the glue between the back end of the app and the user you must be comfortable with working with Transit's technical teams, and be curious about how the app works (no technical experience required, though)
  • Excellent spoken and written English, with a minimum expectation of intermediate skills in written French to communicate with our users. (95% of the userfacing communications for this position concerns users outside Quebec, and will therefore be in English)
  • Keen to help us improve and expand our userfacing Help Centre using keyword optimization, and has a good eye for flow and structure in English writing
  • You're passionate about urbanism and transit
  • Ability to legally work in Canada (no sponsorship available)

Would be nice if:

  • Polyglot Besides English and French, other languages are a big bonus
  • Bonus points if you have solid writing skills in Spanish
  • Experience with Help Scout, GitHub, and/or Shortcut
  • You're not Twittershy

Compensation and benefits:

$ $58 000 CA per year, based on experience

  • Stock options
  • Comprehensive medical and dental coverage
  • 5 weeks vacation
  • Fourday work week at fulltime salary (yes, you read that right)
  • Apple laptop and equipment
- $1,600 annual mobility allowance. STM? BIXI? Uber? E-bike? Scooter? Going car-free is free at Transit.

  • A training and development budget
  • Generous maternal/paternal/parental leave policy. Gotta fill out our tandem bicycles somehow
  • Flexible work hours
  • Spend your days surrounded by firstrate teammates and the best view of Montreal and/or [insert exotic Zoom background]
  • When you're in the office: you'll be in urbanist heaven, surrounded by Mile End's urban gardens, bike paths, BIXI docks, bus stops, a metro station, and limitless restaurantscafésbarsconcert hallsbagel boutiques
  • Communal lunchandlearn with free food in the office each week

‍ A note on diversity:

Public transit is used by overwhelmingly more women and people of colour than other modes of transportation. We try to make sure the diversity of our users is reflected in the team that serves them.

Because when we include people of all races, genders, sexual orientations, ages, and identities — we end up building a better app for everyone who uses Transit.


How to apply:


To help us get to know you and your style a bit better, we've provided a few skill-testing questions that you might encounter in a day's work.

(If you don't speak the language fluently, that's perfectly fine. Let us know how confident you are in the language, then play around with Google Translate or DeepL to write a response that seems to make sense).
- **Hi, I just moved house but I can't figure out how to change the "home" address on your app. I love Transit but your frequently asked questions

  • User Support

    2 weeks ago

    Montreal, Quebec, Canada Transit App Full time

    Responsibilities: Triage and respond to user feedback Be the Agatha Christie of bug reports: you'll be expected to do detective work and describe technical bugs in detail for example, you will uncover why a user is no longer seeing a bus ticket in their account, or why realtime arrival data is not appearing Be on the lookout for new features by attending...

  • User Support Technician

    2 weeks ago

    Montreal, Quebec, Canada Collectif Récolte Full time

    Education: No degree, certificate or diploma Experience: 1 year to less than 2 yearsWork setting: Associations and non profit organizationsTasks: Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced Consult user guides, technical manuals and other documents to research and...

  • User Support Technician

    2 weeks ago

    Montreal, Quebec, Canada Groupe CIS ltée Full time

    Work Term: Permanent Work Language: French Hours: 37.5 hours per week Education: No degree, certificate or diploma Experience: Experience an assetWork setting: Help deskTasks: Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced Consult user guides, technical manuals and other...

  • SharePoint Infrastructure Support Power User

    2 weeks ago

    Montreal, Quebec, Canada PeopleToGo Full time

    Job Title: SharePoint Infrastructure Support Power User Languages: Bilingual - French Fluency both verbal and written. English - verbal fluency. Working environment is 100% French speakingLocation: Montreal, QC – onsite, no remote workType: ContractHours of Work: Monday to Friday - normal business hours. Incorporated Contractors preferred.Start Date:...

  • Manager, User Interface Delivery

    2 weeks ago

    Montreal, Quebec, Canada IATA Consulting Full time

    Employment Type: PermanentContract Duration: At IATA, we speak for the airlines of theworld, serving and supporting over 300 of them across all continents. Weare passionate and knowledgeable about the aviation industry, and we strive tomake it safer, smarter, more sustainable and more inclusive. We celebratediversity and inclusion in our workforce, and we...

  • Director of User Acquisition

    2 weeks ago

    Montreal, Quebec, Canada Mistplay Full time

    Mistplay est le programme de fidélité n° 1 pour les joueurs sur mobile et compte plus de 20 millions d'utilisateurs dans le monde entier. Des millions de joueurs utilisent notre plateforme pour découvrir des jeux, entrer en contact avec leurs amis et gagner de superbes récompenses. Nous sommes une entreprise rentable en forte croissance, récemment...

  • Mid Market End User Representative

    2 weeks ago

    Montreal, Quebec, Canada Techtronic Industries Canada, Inc. Full time

    At TTi, people come for the opportunity and stay for the cultureJob Description SummaryJob Description:POSITION TITLE:JSS Mid Market End User RepresentativeREPORTS TO:District ManagerDEPARTMENT:Jobsite SolutionsLOCATION:Montreal, QC - 2 positions availableLEVEL:L3TTI is a world-class leader in design, manufacturing, and marketing of power tools, outdoor...

  • Desktop Support

    2 weeks ago

    Montreal, Quebec, Canada Atlantis IT group Full time

    Role: Desktop SupportLocation: Montreal, QC**Duration Long Term**Role and ResponsibilitiesInstall and configure desktops, laptops, mobile devices, and associated peripherals and related software Perform onsite updates, configuration changes, or software installations and security patches Perform bulk MACDs Provide technical support and setup during special...

  • IT Support Technician

    2 weeks ago

    Montreal, Quebec, Canada McGill University Full time

    Please refer to thejob aid for instructions on how to apply.Position Summary:Under the direction of the immediate supervisor, provides, in person, IT support and performs technical tasks related to the maintenance of an area's IT resources including desktop computers, laptops, PDA, smartphones and peripherals. Installs, configures, tests and upgrades...

  • IT Support Specialist

    2 weeks ago

    Montreal, Quebec, Canada Eski Inc Full time

    PixMob is one of the world's leaders in creating immersive experiences for live events. You might have seen 60,000 people lighting up at the Super Bowl. Or at a Coldplay concert. Our goal is to reinvent rituals to connect crowds. We call that 'togetherness'.We work with international artists, event organizers, sports teams and brands who care about creating...

  • Technician, IT Support

    2 weeks ago

    Montreal, Quebec, Canada Gildan Full time

    _The opportunity__ The role_ Provide on site IT end user support services to customers and team members. Provide on site IT support customer service for end user proper guidance. Answer customer telephone calls for various levels of IT support, open incidents on their behalf Provide onsite IT Support to end user devices (printers, peripherals or similar)...

  • Application Support Specialist

    2 weeks ago

    Montreal, Quebec, Canada MNP Full time

    Job Details Description This bilingual opportunity is also available on MNP's Postes avec expérience job board in French. Please submit one application only to be considered for this opportunity. Thank you. Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a...

  • IT Support Technician

    2 weeks ago

    Montreal, Quebec, Canada Drakkar Digital Full time

    Our client is looking for a Level 1 IT Support Technician to join a dynamic and growing team. Provide technical support to local and remote users Manage the inventory of equipment, software and license compliance Replace and assign computer equipment Manage VOIP and cellular phone systems Assist the team in charge of developing and testing new software...

  • Desktop Support Specialist

    2 weeks ago

    Montreal, Quebec, Canada Fivesky Full time

    Are you a Windows detective? Do you want to join an outstanding team of technology professionals? Does helping all levels of users in a large global environment shout, career growth? If so then you could be Fivesky's next _Desktop Support Specialist_.What you've done: Applied your 5+ years of progressive L2 Desktop, Server, and Network support experience to...

  • Support Coordinator

    2 weeks ago

    Montreal, Quebec, Canada Workland Full time

    Are you looking to make the leap into the tech industry?Looking for a Support & Customer Experience CoordinatorWorkland is a unique company specializing in recruitment software technology, HR marketing and staffing agency services. For its ATLAS technology business unit, Workland is looking for a motivated individual with excellent interpersonal and...

  • Application Support Analyst

    2 weeks ago

    Montreal, Quebec, Canada C.G.I. Full time

    WHAT WILL BE YOUR DAY-TO-DAY?A hands-on functional support analyst, responding to users' requests, analyzing functional process related to technical investigations, working with BA's and developers for testing and homologation.Main responsibility is to be a Point of Contact in AMER for one or more functional lines with respect to users/project...

  • HRis Support Technician

    2 weeks ago

    Montreal, Quebec, Canada Intelcom Full time

    Ride the next mile with us- Responsibilities:Provide comprehensive technical support and assistance to users and IT Help Desk for HRIS-related issues, responding quickly to inquiries and resolving issues in a timely manner.Diagnose and resolve technical issues reported by users.Develop an in-depth understanding of our HRIS systems, including features,...

  • IT Support Analyst

    2 weeks ago

    Montreal, Quebec, Canada HLC Talent Full time

    Job DescriptionKey Responsibilities:Technical Support:Provide first-line technical support to internal staff, responding to requests via email, phone, or in-person.Troubleshoot and resolve hardware, software, and network issues in a timely manner.Assist with the installation, configuration, and maintenance of IT equipment and software.Incident Management:Log...

  • IT Support Analyst

    2 weeks ago

    Montreal, Quebec, Canada Estruxture Data Centers Full time

    La version française suit la version anglaise. Cependant, le responsable du recrutement pour ce poste étant anglophone, veuillez soumettre votre curriculum vitae en anglais. _We host the data. We provide the connections. We protect the information.Everything starts with our dedicated and talented team. As an award-winning industry leader, our data centers...

  • Technician, IT Support

    2 weeks ago

    Montreal, Quebec, Canada Gildan Full time

    Reporting to the Sr. Manager, Global IT Support, the chosen candidate required to be customer service oriented to provide IT Support, process incidents and service requests in our local head office. As per defined procedures the technician will gather all required information for analysis, timely processing, provide support and escalate to the next level as...