B2b Crc Technical Support Specialist

3 weeks ago


Montréal, Canada Nestle Operational Services Worldwide SA Full time

REIMAGINE WHAT COFFEE CAN BE..._
- At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better._
- By caring for one another, our farmers, suppliers, and the communities we work with, we can make sure every customer has the best possible experience._
- To achieve this, we live by four behaviours. We I*nspire, we Care, we Act, and we iN*novate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principle belief that individually and collectively we can._
- What about you? Join the Nespresso team And reimagine what coffee can be. Reimagine what you can become. Together we grow as individuals and teams. _And as an organization._

**Here’s why we think you should choose us**:

- Competitive wage + Annual Bonus
- Comprehensive total rewards benefits package including health and dental benefits that start on day one (including massage, pension plan with employer’s contribution, mental health coverage and Health Spending Account)
- Lifestyle spending Account
- Free coffee machine + Monthly Nespresso credit
- Exclusive employee discounts
- Excellent training and development programs
- Growth opportunities
- Free unlimited coffee during working shifts
- Pension plan with competitive employer contributions
- And much more

**Position summary**

Deliver best-in-class tech support for our B2B customers when they face technical issues with their machines, as well as anticipate the maintenance needs of their Professional Machine. You act as the first point of contact for Tech support of Outsourcing tech team, assisting and delivering tech trainings and participating in monitoring of tech support performance to ensure robust service is always offered. Tech Specialist ensures that machines get and remain connected (Onboarded) in Telemetry platform and ensures that cross-functional operational processes are designed and run to deliver customer value as promised to them, and at the best of Nespresso’s interest.

**A day in the life**

**As a B2B CRC Technical Support Specialist, your main responsibilities will include, but not be limited to**:
**Solve Prospect and customer tech requests, raised through any channel of contact**
- Respecting business and compliance procedures
- Using the right tone of voice adapted to the channel and situation
- Resolve effectively issues/requests in conformity: Understand the business context, recognize when a situation is becoming escalated to ensure the best solution for both the customer and Nespresso Professional, partnering with the relevant internal Function or partner to solve escalation within SLA.
- Maintain and develop a high level of customer centricity and partnership with B2B customers in all their technical interactions, providing appropriate solutions in line with customer expectations and needs.
- Provide impactful advice and recommendations on Nespresso Professional After Sales Serives: e.g. Warranty, Descalaing solutions, Spare parts, Service history and much more.

**Deliver Continuous Improvement**
- Qualify with attention customer interactions (grounds of request)
- Raise valuable customer insights to management or relevant stakeholder: feedbacks, insights, suggestions to shape meaningful actions for the customer experience
- Proactively recommend new & improved ways of working across all CRC tasks both in & outsourced to continuously raise the bar & improve the customer journey & lifecycle
- Complete your mandatory iLearn modules within deadline and regularly refresh Technical experties by dedicating Traing Hours with Technicians that are on the road.
- Support, Coach and train outsourcing tech agents
- Monitor 100% of Service orders created to ensure Quality and Accuracy of service to assure proactive identification of error before a negative impact is ever felt by the client.

**Telemetry**
- Monitor machine connectivity (first connection then regular monitoring)
- Support in Customer Service offer definition and implementation
- Manage Market default set-ups (customer preferences, alert triggers, ordering parameters...)
- Implement rules into the Skyline platform
- Advise on special customer requests (how to implement such requests into the platform)

**Controls and Admin tasks**
- Machine Return Control: Ensure trade assets and Warranty replacement come back to Nespresso and provide visibility on unreturned stock

**What will make you successful**

**Education**
- High School diploma or GED required
- Bachelor's Degree preferred

**Experience**
- Ability to understand processes, technical concepts, machine operations, troubleshooting
- Confidence with outbound calls with ability to take rejection and learn from it
- Strong customer service orientation, organizational skills and troubleshooting technique
- Strong communication skills; both verbal and written with e


  • Crc Quality Intern

    1 week ago


    Montréal, Canada Nestle Full time

    **A little bit about us** **Position Snapshot** - Business areas: Nespresso - Job title: CRC Communications Intern - Location: Montreal Qc**Position Summary** - We are looking for an CRC Communications Intern based at our Montreal location for the months of May to August. Customer relation centre is not a traditional call centre. We adopted the centre of...


  • Montréal, Canada Vacation Tracker Full time

    **Technical Support Specialist** Vacation Tracker is growing and we are seeking passionate, driven and customer-centric individuals to join our Support Team. You’ll be part of a small group of extraordinarily talented people who love what they do, get excited by innovative ideas, and aren’t afraid to show it. Enthusiasm, creativity, and collaboration...


  • Montréal, Canada Vacation Tracker Full time

    **Technical Support Specialist** Vacation Tracker is growing and we are seeking passionate, driven and customer-centric individuals to join our Support Team. You’ll be part of a small group of extraordinarily talented people who love what they do, get excited by innovative ideas, and aren’t afraid to show it. Enthusiasm, creativity, and collaboration...


  • Montréal, QC, Canada Vacation Tracker Full time €45,000 - €50,000

    Job DescriptionVacation Tracker is growing and we are seeking passionate, driven and customer-centric individuals to join our Support Team. You’ll be part of a small group of extraordinarily talented people who love what they do, get excited by innovative ideas, and aren’t afraid to show it. Enthusiasm, creativity, and collaboration are high on our list...


  • Montréal, QC, Canada Vacation Tracker Full time €45,000 - €50,000

    Job DescriptionVacation Tracker is growing and we are seeking passionate, driven and customer-centric individuals to join our Support Team. You’ll be part of a small group of extraordinarily talented people who love what they do, get excited by innovative ideas, and aren’t afraid to show it. Enthusiasm, creativity, and collaboration are high on our list...


  • Montréal, Canada Aptos LLC Full time

    **Making a job change is a big decision. Why consider Aptos?** You will join a team of remarkable colleagues who are committed and passionate about creating and delivering leading-edge solutions to the retail market. You will be part of an exciting growth journey where we will do everything possible to help you reach and exceed your career dreams. Our...


  • Montréal, Canada MICRO-INFORMA INC Full time

    Technical Sales Associate/SpecialistJob DescriptionMicro-Informa is currently looking for an experienced technical sales associate. We are a B2B IT company that provides sales, service, and support. The technical sales associate must have a clear understanding of the different components of security camera systems . It will be an asset to have a grasp on...


  • Montréal, Canada Applied Software Technology Full time

    Canada - Montreal - Technical - Regular Full-Time - 1566 **Job Description**: **About Graitec Group** GRAITEC Group Company is a global software editor leading Building Information Modeling (BIM) solutions and helping its architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes to improve...


  • Montréal, Canada Graitec Full time

    About Graitec Group: GRAITEC Group Company is a global software editor leading Building Information Modeling (BIM) solutions and helping its architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes to improve performance and build a sustainable tomorrow. **Ambitious and fast-growing environment**:...


  • Montréal, Canada ENDVR Full time

    At ENDVR, we’re focused on empowering the world’s best action sport, optical, outdoor and lifestyle brands to connect with in-store associates. We’re the digital platform focused on sales in the physical world, and we make it easy for brands to engage with retail sales associates to drive sales, share product knowledge, promote their brand, and gather...


  • Montréal, Canada Prodco Analytics Inc. Full time

    **Job Overview** **Responsibilities** - Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. - Maintain daily performance of computer systems. - Ask questions to determine the nature of the problem. - Walk the customer through the problem-solving process. - Install, modify, and repair...


  • Montréal, QC, Canada Lightspeed Full time

    We are looking for a Senior Application Support Specialist to deliver world class support to the Brands & Retailers who utilize the NuORDER B2B platform, guiding them to deliver a seamless, more collaborative wholesale process. The successful candidate will be responsible for tier-1 and tier-2 case resolution and cross functional issue management with...


  • Montréal, Canada Nestle Full time

    **Position Snapshot** **Business area: Nespresso Canada** **Job title: Customer Feedback Specialist** **Location: Montreal, QC; Hybrid** **Benefits** - Comprehensive total rewards benefits package including Health and Dental benefits that start on day one of employment - Company matched pension plan - Three weeks of Vacation and six personal days...


  • Montréal, Canada Distributel Full time

    Since 1988, Distributel connects Canadians to the people, passion, and priorities that matter. By constantly challenging ourselves to simplify, add utility, and humanize the ways people do business with us, we will create a valuable experience for our customers in every way. Join an award-winning organization in its mission to provide a true alternative to...


  • Montréal, Canada Knowledge One Full time

    We are a learning and eLearning consulting services company that provides businesses, professional organizations and institutions with reliable and cost-effective learning solutions. Our mission is to provide leading universities and professional organizations with reliable, cost-effective online course development, delivery resources and support...


  • Montréal, Canada Worximity Full time

    **We are looking for a **Installation & Technical Support Specialist**: **WHO WE ARE**: **Worximity Technology is a fast-growing company with the mission of continuously improving industry with simple and scalable technologies.**: **Are you always questioning the way things are done to find the most efficient way of working? So are we! Our software is used...


  • Montréal, Canada amaris Full time

    Job description We are looking for dynamic consultants to grow our Information Systems & Digital team in Montreal. Your experience, knowledge, and commitment will help us to face our client's challenges. You will be supporting different projects through your expertise as Technical Support Specialist (macOS Expert). **Your main responsibilities**: Provide...


  • Montréal, Canada EMERES INC. Full time

    About us We are a close-knit team of dynamic, friendly, and diverse people, who take pride in delivering solutions that keep our world safe. What some of our employees like about working here: - Autonomy as an individual, striving to achieve one common goal as a team - Being part of a company that is employee - and customer - oriented - Dynamic and...


  • Montréal, Canada Paris Mirror Full time

    **Inside Sales Support Specialist** **About us** We are a fast-paced company looking for a superior Inside Sales Support Specialist. In this role, you will provide support to the Director of Sales, resolve all emerging product/service issues our customer accounts might face, and ensure smooth sales operations. **Responsibilities** - Provide customer...


  • Montréal, Canada JAM Industries Ltd. Full time

    **Job Title**: B2B and Digital Sales Support Representative **Division **:Erikson Consumer **Location**: Baie-d’Urfé **Schedule**: Monday to Friday 8:30-17:30 Exertis | JAM, Making the world sound better, one brand at a time! Do these words sound like music to your ears? Since 1972, Exertis | JAM has grown to be one of the largest distributors of...