CRM Technical Support Specialist
2 months ago
The role is for a Technical Support Specialist for a Canadian CRM Company.
We are looking for someone who enjoys technology, providing client satisfaction, and fixing client issues.
Your mission is as follows:
- Make sure the requirements provided by the customer are clear and actionable.
- Provide updates and feedback to the customer on their opened tickets.
- Validate estimation with the CRM consultants and keep the customer updated accordingly.
- Communicate with the delivery center manager to coordinate the team allocation and ticket dispatch.
- Manage the support boards to make sure everything is up-to-date.
- Communicate with the Customer Success Manager when the customer does not have a support contract and requests for support.
- Help the Finance and Customer Success Manager to answer if the customer needs justification on the support hours consumed.
- Manage support ticket assignments with our external support partners.
- Escalate any risks identified on a support request (unavailability, feedback, technical challenge…).
- Fill the scorecard to track KPIs of the role.
- Improve support SOP.
About you:
- Minimum 3-5 years of experience working in a similar role and fast-paced tech environment;
- Basic to intermediate knowledge of the following technologies: PHP, MySQL, Apache, JavaScript.
- Intermediate knowledge of source code control technology, such as Git and SVN.
- Excellent interpersonal and customer service.
- Responsiveness and ability to communicate calmly.
- Attention to detail and good problem-solving skills.
- Bilingual (French & English).
- CRM knowledge.
- Scrum master skills.
Nice to have:
- Knowledge of Docker or Kubernetes technology;
- Linux operations.
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