Customer Service Technician

2 months ago

Quebec City, Canada EXFO Full time

Customer Service Technician

**Main locations**:Quebec, Quebec, CA**Job Type**:Full-time**Workplace type**:Hybrid**Offer number**:4682EXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network operators, hyper-scalers and leaders in the manufacturing, development and research sector. They count on us to deliver superior visibility and insights into network performance, service reliability and user experience. Building on over 35 years of innovation, EXFO’s unique blend of equipment, software and services enable faster, more confident transformations related to 5G, cloud-native and fiber optic networks.

Since our beginnings in 1985, diversity has been one of EXFO's core values, fostering an inclusive corporate culture. We welcome people with a wide range of skills and experience into a culture that values innovative ideas, teamwork, and a customer
- and market-focused approach. We seek the active contribution of everyone, with respect for the individual, the environment and the community. This is how we fulfill our purpose: to ensure the connected world meets the highest expectations, to bring together people, communities and businesses.
- **Description de poste disponible seulement en français**Sommaire du poste**
- À titre de Technicien(ne), vous serez appelé à travailler avec l’équipe et représentants service à la clientèle. Vous exercerez un rôle de réceptionniste spécialisé (e) aux commandes et ainsi que d’autres tâches administratives et ce à l’intérieur de l’équipe de techniciens de l’Expérience Client. Une partie de votre travail se fera à la réception du notre bureau de Québec, pour vous permettre d’accueillir notre clientèle et nos employés tout en ayant accès à tous vos outils de travail pour pouvoir effectuer les taches d’entrées de commande et administratives.**Votre rôle**
- Participer aux différentes étapes du cycle de vente:

- Effectuer l’entrées de commandes et de RMA (réparation) tant à partir de SAP que du CRM, demander les approbations au besoin
- Effectuer les corrections et relâche de certaines commandes ciblées et émettre des clefs software pour celle-ci et en demander la facturation
- Émettre des crédits et débits et facturation spéciale
- Vous utiliserez diverses transactions de notre système de commande ainsi que de notre CRM pour compléter diverses tâches administratives
- Prendre les commandes de carte de crédits à partir d’un portail client et/ou par téléphone
- Répondre aux demandes client dans plusieurs boites de courriel de différent groupe (suivie de commande, délai de livraison ou toute autres questions de niveau technicien) par courriels et par téléphone au besoin
- Créer et maintenir les comptes client dans nos bases de données feront également partie de vos responsabilités et ce avec l’aide de divers outils de vérification
- Cibler des opportunités d’optimisation des méthodes et processus de travail du poste de technicien et participer à l’évolution de ceux-ci
- Accueillir nos clients, répondre au téléphone et diriger les appels entrants

**Compétences techniques**- Aisance à travailler avec divers systèmes informatiques (SAP, Base de données et CRM)
- Connaissances/compétences avancées en informatique générale
- Excellente maitrise de la suite office

**Aptitudes requises**- Capacité d’interagir de façon professionnelle et courtoise avec la clientèle tant interne qu'externe
- Curieux, analytique et aimer apprendre des nouvelles technologies
- Autonome et capable d’exécuter plusieurs taches à la fois
- Bon sens de l’organisation et une bonne capacité de gérer son temps et son travail et échéances
- Aimer travailler en équipe et relever les défis
- Intérêt pour un travail dans un environnement multisite et multiculturel

**Ce que nous offrons**
- Flexibilité d’horaire
- Équipes multisites et multidisciplinaires
- Environnement de travail dynamique et collaboratif
- Espace de travail moderne
- Méthodologie de travail AGILE
- Variété d’activités sociales et sportives
- Implication communautaire
- Stationnement gratuit
- Bornes de recharge pour voitures électriques
- Accessibilité en transport en commun
- Pistes cyclables à proximité
- Vacances compétitives et congé du temps des fêtes
- Programme de bonification annuelle
- Programme de REER et assurances collectives

EXFO is an equal opportunity employer

Diversity is an asset that has made EXFO strong since its inception because it enriches us. For more information about diversity and inclusion at EXFO, read our DEI Statement.

For positions located in Quebec, the language requirement is French. However, in the context where the incumbent evolves in an international work environment and where the activities take place mainly outside Quebec, we favor bilingualism as a linguistic requirement.

**Thank

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