Customer Support Representative

1 week ago


Montréal, Canada QuoteMachine Full time

**Customer Support Representative**

**About QuoteMachine**

Created by a team of successful startup leaders, QuoteMachine empowers retailers to handle complex retail sales at scale while providing an outstanding buyer experience.

QuoteMachine offers a new way of selling powered by interactive and transactional microsites all along the selling process to never lose touch with the customer from the first interaction to the last payment installment.

We support hundreds of Retail stores around the world. They are usually high-end retailers providing unique products and services (Furniture stores, Specialized hardware stores, Swimming-Pool and Spa stores, Bike shops, etc.).

We’re growing quickly in a fast-changing environment: We partner with the biggest companies in the Retail Software industry and are supported by investors from Canada, Europe, and the USA.

Our mission is to bring humanity back to digital commerce.

**About the role**

We are looking for a collaborative, performance-driven, and solution-oriented person.

The job will require an implication into the entire customer journey, to assist with sales, to supporting and helping existing customers to grow. The ability to communicate effectively in French and English is essential for this job. This position can be in Montreal, hybrid, or fully remote.

**Your mission: Onboard customers**
- Troubleshoot client issues in a timely manner
- Collaborate and assist with other departments to document and maintain support guides and tools for client self-serve options
- Create, review and publish support articles
- Working on individual projects to help improve program service capabilities and identify friction points in customer journey

**Requirements**:

- **Minimum 2 years experience in Tier 2 Support**:

- Experience in a relevant environment (e.g. Customer Support, SaaS Software, Solution-sales, Technology-related environment)
- Excellent customer service and communication skills, including strong listening, verbal and written communication
- **Fluency in French and English (verbal and written)**:

- **Ability to work morning shifts, afternoon shifts and weekends**

**Assets**
- University or College degree
- Familiarity with Jira, HubSpot, Grasshopper and Google Workspaces will be considered an asset
- Practical experience in retail
- Knowledge of retail POS software (Lightspeed, Vend, Quickbooks, Square, Shopify)
- Knowledge of a third language

**Benefits**
- Fast-track your career as an early member of a successful software startup
- Competitive salary + commission structure
- Stock option plan
- 4 weeks paid vacation/year + 5 personal days
- Excellent health and dental insurance, with copay covered by employer
- Public transit + bike sharing passes
- **Join the QuoteMachine Family**_
--------------------------------------------------------------------------------------------------------------------------
- **Représentant au soutien à la clientèle**

**À propos de QuoteMachine**

Créée par une équipe d’experts issus de startups à succès, QuoteMachine est un logiciel qui permet aux commerçants de gérer leurs ventes efficacement, sans compromis sur l’expérience client.

QuoteMachine offre une nouvelle manière de vendre, à travers son concept de microsites interactifs, tout au long du processus de vente. Les commerçants ne perdent jamais le lien avec leurs clients, du premier contact jusqu’au paiement final.

Nous soutenons des centaines de commerces à travers le monde. Ce sont généralement des commerçants vendant des produits et services haut-de-gamme (Magasins de meubles, magasins spécialisés, magasins de piscines et spas, magasins de vélos, etc.).

Nous grandissons rapidement dans un environnement changeant. Nous sommes associés avec les grands noms du logiciel de commerce, et sommes soutenus par des investisseurs du Canada, d’Europe, et des États-Unis.

**Description du poste**

Le poste nécessite une implication à toutes les étapes du parcours client, depuis les premiers pas du client avec le logiciel, jusqu’au soutien du client dans l’usage au quotidien et l’accompagnement dans ses nouveaux projets. Les interactions avec les clients se font généralement via un clavardage en ligne, des appels Zoom ou téléphoniques.

Le poste implique une réflexion permanente sur les moyens d’améliorer la documentation et notre logiciel. Vous devez avoir un état d’esprit collaboratif, être performant(e) et adopter une démarche orientée solutions.

**Votre mission**
- Répondre aux demandes de support des clients par clavardage, courriels, téléphone
- Déterminer les causes des problèmes rencontrés par les clients et les accompagner dans la résolution de leurs problèmes dans un délai raisonnable
- Créer, réviser et publier des articles d’aide
- Assister les clients dans leurs premiers pas (sessions de formation, communications proactives, etc.)
- Identifier les clients et problèmes nécessitant



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