Technical Support Agent

4 weeks ago

Montréal, Canada BIM Track Full time

We believe that providing fast and efficient support to our customers is an integral part of a winning customer experience. Too often, the customer experience is an ulterior motive with no real desire to impact their journey. On the contrary, we see it as the backbone of a lasting relationship with our customers. In this role, you have the opportunity to be part of this customer experience, in order to develop a lasting relationship with the product, while allowing them to develop the use of the platform to optimize its benefits.

Become an integral part of our customer journey, and leverage your closeness to customers to eliminate points of friction. Engage with several services. Be a driving force to take the BIM customer experience to the next level.

In a nutshell, we're sure you'll be interested to know that we're a passionate bunch of people, bringing to market BIM Track, a truly useful collaboration platform for the construction industry that makes the work lives of our customers more manageable and more successful. We feel a little bit like a wingman because our product is there to help our customers do their best work while removing headaches in the process. We launched the product in 2016, and we’re a fast-paced, fast-growing company. The BIM Track logo has found a home on every continent and is used by design firms, general contractors, and construction managers globally. We hire clever, intelligent, übercompetent but totally down-to-earth people. We're respectfully proud of what we are bringing to market and also of the way we're doing it We don't just make great products - we make them with passion for great people, and we do it with humility - checking our egos at the door.

**You'll be responsible for**:

- Learn the BIM Track platform inside out, to be able to assist in all situations;
- Use contextual awareness to provide valuable information;
- Act on the best interest of customers and your organization;
- Get to the bottom of it; Solve problems beyond the presented incidents;
- Explicitly communicate customer challenges and difficulties with product development teams;
- Support our customer base using Power BI;
- Determine appropriate expectations with clients;
- Discuss tactically with your colleagues on how to address complex situations;
- Actively seek recurring issues elimination through all available channels;
- Participate in the development of our help center platform, in order to increase easy access to information for customers;
- Ensure and communicate continuously with customers, until the complete resolution of a problem;
- Work as a team, in order to offer a quality service for all and by all.

You'll need to:

- Love **customer service **and being in communication with people;
- Prioritize **collaboration** and **teamwork**;
- Desire to have a **direct impact** on customer satisfaction;
- Have a **positive attitude **and be constantly in solution mode;
- 1-3 years of experience working in customer support, preferably in a B2B SaaS Company;
- Be **organized**, curious and detail-oriented;
- Be great at solving problems **with people**:

- Manifest a high level of **resourcefulness**;
- Excellent **English** and **French** communication skills;
- Display an ability to distill **complex technical concepts** into clear, easy to understand, user-focused steps and instructions;
- Knowing how to adapt to all situations;
- Demonstrate the ability to handle and prioritize multiple tasks simultaneously with customer care in mind.

**Assets / Nice to have**:

- Associate's degree or college degree in computer science;
- Construction or **2D-3D** Authoring tools knowledge;
- Experience in providing help desk assistance (hardware and software);
- Experience working with **Zendesk** or a similar Support system platform;
- **Power BI** knowledge

**Why you should join us?**
- Continuous training
- Flexible schedule
- Start-up environment
- Hybrid work mode
- Tech company
- Health benefits
- Health expense account
- Professional and confidential employee assistance program
- Access to telemedicine
- Sick and personal days
- Employer participation in the pension plan
- **WORK WITH AMAZING COLLEAGUES **

**What is BIM Track, you ask?**

Great question. Here is a little story to help you understand. There is this person and they are bringing together a huge and complex construction project. The building plans live in a 3D model (BIM) that overlays all the different parts of the project, like the electrical, mechanical, plumbing systems, HVAC, masonry etcetc.. You get the picture.

Bottom line, BIM Track means better coordination and better coordination means better buildings.

We are looking forward to hearing from you and getting to know you

Type d'emploi : Temps plein, Permanent

Salaire : à partir de 65 000,00$ par an

Avantages:

- Assurance Dentaire
- Assurance Invalidité
- Assurance Maladie Complémentaire
- Assurance Vie
- Assurance Vision
- Congés de Vacances et Compensatoire

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