Team Lead – Product Support Advisor
3 weeks ago
The Product Support Lead Advisor will be the CSP team’s point of reference for the VIP and Major account programmes.
Your mission: ensure team cohesion and manage escalation points while providing a VIP experience to our clients
These requests will concern any type of problems and/or questions related to the websites, CRM, and other SM360 applications that we have installed. Speed and proactivity will be your best assets.
If you are a natural leader and enjoy challenges, we have the perfect role for you in our team
As a Team Lead:
- Supervise team members and guide them in problem resolution
- Allocate tasks fairly and effectively to ensure performance objectives are met
- Take charge of complex issues and improve processes
- Prepare presentations related to our support performance
- Presenting strategic reports to clients
As a CSP :
- Build and maintain a business relationship of trust with clients
- Ensure consistently high levels of satisfaction
- Understand client needs and effectively communicate them to internal teams
- Communicate with clients via phone or email to provide them with information
- Coordinate problem resolutions for our clients both internally and externally
- Support product support advisors in their daily activities
- Guide clients on best web practices
- Encourage the use of our SM360 tools among our clients
- Document communications with our clients
- Respect the confidentiality of client information by adhering to the personal information protection policy
- Participate in team meetings, workshops, and individual development sessions
- Perform any other tasks assigned to you.
- Excellent oral and written communication in English and French (essential)
- Analytical thinking
- Organization
- Problem-solving experience
- Team spirit
- Good knowledge in the field of digital marketing (an asset)
Work environment:
- Located in Griffintown close to public transportation
- Beautiful, open and modern work environment
- Hybrid work and flexible hours
- 100% reimbursed transportation card*
- Summer hours*.
- Computer equipment provided for home and office use
Welfare:
- Full group insurance from day 1
- Unlimited virtual medical clinic for you and your family
- Discounts at various partners (Strom SPA, Gym)
Entertainment & other:
- Social events: happy hour, team dinners, Halloween, Christmas party, children’s Christmas…
- Coffee, tea, snacks (cereal bar) and drinks available
- Opportunity to work from abroad for 4 weeks per year*.
*conditions apply
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