B2B CRC Technical Support Specialist

2 weeks ago

Montreal, Quebec, Canada Nestlé SA Full time

Press Tab to Move to Skip to Content Link

At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better.

By caring for one another, our farmers, suppliers, and the communities we work with, we can make sure every customer has the best possible experience.

To achieve this, we live by four behaviours. We I*nspire, we Care, we Act, and we iN*novate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principle belief that individually and collectively we can.

What about you? Join the Nespresso team And reimagine what coffee can be. Reimagine what you can become. Together we grow as individuals and teams. And as an organization.

Here's why we think you should choose us:

· Competitive wage + Annual Bonus

· Comprehensive total rewards benefits package including health and dental benefits that start on day one (including massage, pension plan with employer's contribution, mental health coverage and Health Spending Account)

· Free coffee machine + Monthly Nespresso credit

· Exclusive employee discounts

· Excellent training and development programs

· Growth opportunities

· Free unlimited coffee during working shifts

· Pension plan with competitive employer contributions

· And much more

Position summary

Deliver best-in-class tech support for our B2B customers when they face technical issues with their machines, as well as anticipate the maintenance needs of their Professional Machine. You act as the first point of contact for Tech support of Outsourcing tech team, assisting and delivering tech trainings and participating in monitoring of tech support performance to ensure robust service is always offered. Tech Specialist ensures that machines get and remain connected (Onboarded) in Telemetry platform and ensures that cross-functional operational processes are designed and run to deliver customer value as promised to them, and at the best of Nespresso's interest.

A day in the life

As a B2B CRC Technical Support Specialist, your main responsibilities will include, but not be limited to :

Solve Prospect and customer tech requests, raised through any channel of contact

· Respecting business and compliance procedures

· Using the right tone of voice adapted to the channel and situation

· Resolve effectively issues/requests in conformity: Understand the business context, recognize when a situation is becoming escalated to ensure the best solution for both the customer and Nespresso Professional, partnering with the relevant internal Function or partner to solve escalation within SLA.

· Maintain and develop a high level of customer centricity and partnership with B2B customers in all their technical interactions, providing appropriate solutions in line with customer expectations and needs.

· Provide impactful advice and recommendations on Nespresso Professional After Sales Serives: e.g. Warranty, Descalaing solutions, Spare parts, Service history and much more.

· Qualify with attention customer interactions (grounds of request)

· Raise valuable customer insights to management or relevant stakeholder: feedbacks, insights, suggestions to shape meaningful actions for the customer experience

· Proactively recommend new & improved ways of working across all CRC tasks both in & outsourced to continuously raise the bar & improve the customer journey & lifecycle

· Complete your mandatory iLearn modules within deadline and regularly refresh Technical experties by dedicating Traing Hours with Technicians that are on the road.

· Support, Coach and train outsourcing tech agents

· Monitor 100% of Service orders created to ensure Quality and Accuracy of service to assure proactive identification of error before a negative impact is ever felt by the client.

Telemetry

· Monitor machine connectivity (first connection then regular monitoring)

· Support in Customer Service offer definition and implementation

  • Implement rules into the Skyline platform
  • Advise on special customer requests (how to implement such requests into the platform)

Controls and Admin tasks

· Machine Return Control: Ensure trade assets and Warranty replacement come back to Nespresso and provide visibility on unreturned stock

What will make you successful

Education

  • High School diploma or GED required
  • Bachelor's Degree preferred

Experience

  • Ability to understand processes, technical concepts, machine operations, troubleshooting
  • Confidence with outbound calls with ability to take rejection and learn from it
  • Strong customer service orientation, organizational skills and troubleshooting technique
  • Strong communication skills; both verbal and written with excellent listening skills


• Highly collaborative cross-functionally, especially with the Sales Force and the technical team


• Previous experience in a B2B or Technical environment ideally in a customer service or commercial function (preferred)


• Strong solutions orientation skills


• Time management skills; ability to prioritize and multi-task while producing quality work


• Experience in an international environment is preferred


• The candidate must have open availability, and willingness plus ability to work remote as the business requires periodically


• Flexibility and willingness to work in a shift planning environment and CRC working hours.

Nespresso is an equal opportunity employer committed to diversity and inclusion.If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require.Nespresso will work with you to ensure that you are able to fully participate in the process.

Candidates will be considered as they apply.

Nespresso Canada, a division of Nestle Canada

#J-18808-Ljbffr

  • Crc Quality Intern

    2 weeks ago

    Montreal, Quebec, Canada Nestle Full time

    A little bit about usPosition Snapshot Business areas: Nespresso Job title: CRC Communications Intern Location: Montreal QcPosition Summary We are looking for an CRC Communications Intern based at our Montreal location for the months of May to August. Customer relation centre is not a traditional call centre. We adopted the centre of Excellence business...

  • Technical Sales Specialist

    2 weeks ago

    Montreal, Quebec, Canada MICRO-INFORMA INC Full time

    Micro-Informa is currently looking for an experienced technical sales associate. We are a B2B IT company that provides sales, service, and support. The technical sales associate must have a clear understanding of the different components of security camera systems . It will be an asset to have a grasp on access control and alarms system deployment.To ensure...

  • Technical Support Specialist

    2 weeks ago

    Montreal, Quebec, Canada Barco Full time

    What's the opportunity? We are looking for someone who wants to excel in an international working environment by providing a "red carpet" experience for cinema customers. As part of the Operations team, the Technical Support Specialist can take on the following challenges: Support our cinema customers and partners via the Service desk and project a...

  • Technical Support Specialist

    2 weeks ago

    Montreal, Quebec, Canada Velixo Full time

    Velixo is an award-winning vendor of Excel-based reporting solutions for Enterprise Resource Planning (ERP) software, such as Acumatica, MYOB, Cegid and Sage Intacct. We serve customers of every size, in every industry, by enhancing their reporting and planning experience, and introducing a world of innovative features and integrations in the Excel they...

  • Technical Support Specialist

    2 weeks ago

    Montreal, Quebec, Canada amaris Full time

    Job descriptionWe are looking for dynamic consultants to grow our Information Systems & Digital team in Montreal. Your experience, knowledge, and commitment will help us to face our client's challenges.You will be supporting different projects through your expertise as Technical Support Specialist (macOS Expert).Your main responsibilities:Provide expert...

  • Technical Support Specialist

    2 weeks ago

    Montreal, Quebec, Canada Aptos LLC Full time

    Making a job change is a big decision. Why consider Aptos?You will join a team of remarkable colleagues who are committed and passionate about creating and delivering leading-edge solutions to the retail market. You will be part of an exciting growth journey where we will do everything possible to help you reach and exceed your career dreams. Our colleagues...

  • High Salary: Technical Sales Specialist

    2 weeks ago

    Montreal, Quebec, Canada MICRO-INFORMA INC Full time

    Technical Sales Associate/SpecialistJob DescriptionMicro-Informa is currently looking for an experienced technical sales associate. We are a B2B IT company that provides sales, service, and support. The technical sales associate must have a clear understanding of the different components of security camera systems . It will be an asset to have a grasp on...

  • Workforce Real-Time Specialist CRC Nespresso

    2 weeks ago

    Montreal, Quebec, Canada Randstad Canada Full time

    Join Our Team as Workforce Real-Time Specialist We are currently hiring a Workforce Real-Time Specialist support for the Nespresso call center located in Montreal.At the heart of the operations, the Workforce mission is to support the CRC to successfully meet its performance targets while optimizing the utilization of resources to drive sustainable and cost...

  • Technical Sales Specialist

    2 weeks ago

    Montreal, Quebec, Canada EightSix Network Inc Full time

    Micro-Informa is in search of an experienced technical sales associate. We are a B2B IT firm specializing in sales, service, and support. The ideal candidate should possess a comprehensive knowledge of security camera system components.

  • Technical Support Specialist

    2 weeks ago

    Montreal, Quebec, Canada Distributel Full time

    Since 1988, Distributel connects Canadians to the people, passion, and priorities that matter. By constantly challenging ourselves to simplify, add utility, and humanize the ways people do business with us, we will create a valuable experience for our customers in every way.Join an award-winning organization in its mission to provide a true alternative to...

  • Technical Sales Specialist

    2 weeks ago

    Montreal, Quebec, Canada MICRO-INFORMA INC Full time

    Technical Sales Associate/SpecialistJob Description Micro-Informa is currently looking for an experienced technical sales associate. We are a B2B IT company that provides sales, service, and support. The technical sales associate must have a clear understanding of the different components of security camera systems . It will be an asset to have a grasp on...

  • Technical Sales Specialist

    2 weeks ago

    Montreal, Quebec, Canada MICRO-INFORMA INC Full time

    Technical Sales Associate/SpecialistJob DescriptionMicro-Informa is currently looking for an experienced technical sales associate. We are a B2B IT company that provides sales, service, and support. The technical sales associate must have a clear understanding of the different components of security camera systems . It will be an asset to have a grasp on...

  • Marketing Specialist

    2 weeks ago

    Montreal, Quebec, Canada Airudi Full time

    Airudi: your partner in the shift to AI-HR B2B Marketing Specialist Montreal, Canada About Airudi Airudi is an HR Tech company that uses machine learning algorithms to reinvent and optimize human resources management. Coming from the world of HR and large companies, we are passionate about technology, but even more about people. We combine artificial...

  • Customer Feedback Specialist

    2 weeks ago

    Montreal, Quebec, Canada Nestle Full time

    Position SnapshotBusiness area: Nespresso CanadaJob title: Customer Feedback SpecialistLocation: Montreal, QC; HybridBenefits Comprehensive total rewards benefits package including Health and Dental benefits that start on day one of employment Company matched pension plan Three weeks of Vacation and six personal days (Personal Paid Holidays) Excellent...

  • Technical Sales Specialist

    2 weeks ago

    Montreal, Quebec, Canada MICRO-INFORMA INC Full time

    Technical Sales Associate/SpecialistJob Description Micro-Informa is currently looking for an experienced technical sales associate. We are a B2B IT company that provides sales, service, and support. The technical sales associate must have a clear understanding of the different components of security camera systems . It will be an asset to have a grasp on...

  • Technical Support Specialist

    2 weeks ago

    Montreal, Quebec, Canada EMERES INC. Full time

    About usWe are a close-knit team of dynamic, friendly, and diverse people, who take pride in delivering solutions that keep our world safe.What some of our employees like about working here:- Autonomy as an individual, striving to achieve one common goal as a team- Being part of a company that is employee- and customer- oriented- Dynamic and bureaucracy-free...

  • Spécialiste Support Logiciel

    2 weeks ago

    Montreal, Quebec, Canada Lightspeed Full time

    We are looking for a Senior Application Support Specialist to deliver world class support to the Brands & Retailers who utilize the NuORDER B2B platform, guiding them to deliver a seamless, more collaborative wholesale process. The successful candidate will be responsible for tier-1 and tier-2 case resolution and cross functional issue management with...

  • B2b and Digital Sales Support

    2 weeks ago

    Montreal, Quebec, Canada JAM Industries Ltd. Full time

    **Job Title**: B2B and Digital Sales Support Representative**Division **:Erikson Consumer**Location**: Baie-d'Urfé**Schedule**: Monday to Friday 8:30-17:30Exertis | JAM, Making the world sound better, one brand at a time Do these words sound like music to your ears?Since 1972, Exertis | JAM has grown to be one of the largest distributors of consumer...

  • Help Desk Technical Support Specialist

    2 weeks ago

    Montreal, Quebec, Canada Direct Travel Full time

    Position OverviewAs a Help Desk Technical Support Specialist, on our IT team, you will be working directly with the internal client to deliver IT services and solutions. This role will require communication and interaction with multiple teams to ensure service levels are maintained. You will also troubleshoot issues and will provide a work around to problems...

  • Technical Support Specialist

    2 weeks ago

    Montreal, Quebec, Canada Experlogix Full time

    Are you bi-lingual in French and English? Do you enjoy working remotely? This is an excellent opportunity working within our Support team to support our customers with their Document Automation, Configure, Price Quote, and Digitial Commerce Products. You will have the opportunity to learn new technologies and work with CRM and ERP systems that provide you...