Customer Support Advocate

1 week ago

Montréal, Canada Softchoice Full time

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

Why You’ll Love Softchoice:
At Softchoice, our purpose is to unleash the potential of people and technology.

Our company was built around the idea that there is no success without team success. We foster a culture of inclusion and fairness, where diverse interests, experiences, and backgrounds are celebrated. We strive to empower and unleash the potential of everyone, to ensure that every employee has a path to success. We're in it together to make life better for each other, our customers, our partners, and our communities.

The impact you will have:
As a Bilingual Customer Support Advocate (CSA), you will have the opportunity to partner with some of our largest and most diversified enterprise and strategic customers. You will be responsible for helping solve business problems for our customers, while also maintaining and protecting the bottom line for Softchoice. The CSA role is an integral piece of our customer support and growth model. As a result, you will be able to directly impact business outcomes and increase customer satisfaction.

What you’ll do:

- You will work as part of a unified account team in partnership with our Inside and Outside sales teams.
- You will be responsible for researching and fulfilling quote requests, providing complex reporting, helping manage a customer’s annuity business, to complex forecast management and customer integration projects, the CSA is involved in supporting many areas of the customers’ business.
- CSA’s are tasked with staying knowledgeable on the latest technology trends, pricing programs, and selling processes with each individual customer.
- Build strong relationships with sales reps, vendors, customers, and other co-workers.
- Work effectively with other departments to collaborate and focus on creating the best possible customer experience.
- Work closely with the Customer Success Team and Inside Account Management Team to effectively manage and maintain our customers annuity business.
- Work with Softchoice’s partners & vendors to find the best pricing, product availability, and alternative solutions to solve customers’ needs.
- Confidently maintain and update non-standardized Customer Documentation.
- Assist, when required, with project-based activities such as forecasting equipment, arranging specialized delivery, and maintaining documentation tracking customer project progress.
- As a team, collaboratively work together to decrease escalations and reduce customer risk.

What you’ll bring to the table:

- 2+ years of customer service experience.
- Proficient in MS Office tools - Outlook, Word, Excel, PowerPoint.
- Experience in the IT industry an asset.
- Experience with understanding Microsoft licensing programs an asset.
- Experience in using Enterprise grade reporting tools, such as Oracle/ BI an asset.
- Proficiency in Salesforce an asset.
- Fully bilingual in French & English.
- Post-secondary education obtained by a College, University, or one or more professional designations.

Some reasons why our employees love working here
- Softchoice has been recognized as a Best Workplace in Canada by the Great Place to Work Institute for 15 consecutive years.
- Softchoice has been certified as a Great Place to Work in the United States for several years.
- Meaningful work that drives professional development.
- Ability to enter and grow within the technology industry.
- Being part of a winning, high performance team.
- Every employee has 2 paid volunteer days per year to give back to a cause of their choice.
- We have raised over $3 Million through our staff-run charity Softchoice Cares.
- You have the opportunity to take an ownership position here at Softchoice.

Inclusion & Equal opportunity employment:
Softchoice is an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require an accommodation? We are ready to help:
Our commitment to your experience:
Prior to commencing employment:
Completion of a satisfactory criminal record check, education verification and reference checks a

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