Technical Specialist

4 weeks ago

Montréal, Canada PayFacto Full time

**We are looking for **a Technical** Specialist** to join our team**

If you have excellent people skills, are technical capable, take pride in your work, and want your future to be limited only by the amount of effort you are willing to give to your career, then we have a great opportunity for you.

**About the role**:
Reporting to the Customer Support Supervisor the successful applicant will be responsible for the ongoing support and maintenance for PayFacto customers and products. As a Technical Specialist, you will act as the first point of contact for customers providing exemplary customer service and expert technical support.
- Answer incoming calls and make outbound follow-up calls as needed
- Treat incoming tickets
- Management of personal ticket queue
- Participate in and complete assigned training
- Participate in daily team meetings
- Perform technical troubleshooting steps to resolve issues
- Leverage the Knowledge Base and other knowledge management tools to assist merchants

**About you**:

- You have excellent verbal communication and active listening skills, including the ability to clearly communicate technical concepts to non-technical clients
- Proven multi-tasking abilities and prioritization skills
- Willingness to work within a 24/7 help desk rotation
- Discipline to follow company directives and procedures to solve problems
- Ability to document troubleshooting and solutions
- Willingness to participate in our software quality control
- You have excellent communication skills in English and French is required
- You have some knowledge of POS systems; preferably experience with back-office function
- Previous experience in a technical Help Desk environment providing tier 1 support
- You have both PC and Operating system proficiency with the ability to troubleshoot and solve common technical issues including basic networking skills
- Ability to provide remote support via phone and online tools
- You are known for your exceptional customer service skills and professional phone etiquette
- A strong ability to learn and adapt to new technology quickly
- Comfortable handling pressure and perform tasks in a fast-paced, demanding environment

**We offer**:

- Medical and dental coverage as of Day 1
- Telemedicine 24/7
- RRSP matching
- Vacation and personal days
- Challenge of working in a fast-paced growing company

**Nous sommes à la recherche **un Spécialiste d’implémentation** pour joindre notre équipe**

Si vous possédez d'excellentes qualités relationnelles, des compétences techniques, êtes fier de votre travail et souhaitez que votre avenir ne soit limité que par la quantité d'efforts que vous êtes prêt à fournir pour votre carrière, alors nous avons une grande opportunité pour vous.

**À propos du rôle**:

- Répondre aux appels entrants et effectuer des appels de suivi sortants si nécessaire.
- Gestion des billets personnels
- Gestion de la file d'attente personnelle des billets
- Participer à la formation assignée et la compléter
- Participer aux réunions d'équipe quotidiennes
- Effectuer les étapes de dépannage technique pour résoudre les problèmes
- Exploiter la base de connaissances et d'autres outils de gestion des connaissances pour aider les marchands

**À **propos** de **vous**:

- Vous avez d'excellentes aptitudes à la communication verbale et à l'écoute active, y compris la capacité de communiquer clairement des concepts techniques à des clients non techniques.
- Vous avez prouvé votre capacité à gérer plusieurs tâches à la fois et à établir des priorités.
- Volonté de travailler dans le cadre d'une rotation du service d'assistance 24/7
- Discipline pour suivre les directives et procédures de l'entreprise afin de résoudre les problèmes
- Capacité à documenter le dépannage et les solutions
- Volonté de participer au contrôle de la qualité de nos logiciels.
- Vous avez d'excellentes compétences en communication en anglais et en français
- Vous avez une certaine connaissance des systèmes de point de vente ; de préférence, expérience des fonctions de back-office
- Expérience préalable dans un environnement de Help Desk technique fournissant une assistance de niveau 1
- Vous avez une bonne connaissance des PC et des systèmes d'exploitation et vous êtes capable de résoudre des problèmes techniques courants, y compris des compétences de base en matière de réseau
- Vous êtes capable de fournir une assistance à distance par téléphone et par des outils en ligne
- Vous êtes reconnu pour vos compétences exceptionnelles en matière de service à la clientèle et votre étiquette téléphonique professionnelle.
- Vous êtes capable d'apprendre et de vous adapter rapidement aux nouvelles technologies.
- Vous êtes à l'aise pour gérer la pression et exécuter des tâches dans un environnement exigeant et au rythme rapide.

**Nous **offrons**:

- Une couverture médicale et dentaire dès le premier jour
- Télém

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