Customer Service Representative

3 weeks ago

Montréal, Canada E Inc. Full time

**Description du poste**

**Fonctions et responsabilités**
- Répondre aux appels téléphoniques et aux courriels du soutien client de premier niveau pour fournir un service client et une résolution.
- Résoudre les problèmes de soutien de manière rapide et efficace tout en les signalant à l'équipe de vente, au responsable du soutien ou aux membres de l'équipe technique si nécessaire.
- Produire des journaux écrits clairs, efficaces et opportuns des appels et des courriels dans un système de suivi des cas clients pour gérer les demandes et les problèmes.
- Identifier et documenter les problèmes récurrents des clients afin de déterminer des solutions de travail standardisées, afin de s'appuyer sur une base de connaissances.
- Maintenir une connaissance pratique des produits et systèmes de l'entreprise.
- Faire des cas résolus du contrôle qualité attribué(e) aux développeurs, aux développeurs Web et aux concepteurs.

**Qualifications**
- Diplôme d'études secondaires minimum. Un diplôme collégial ou universitaire est préférable.
- Solides compétences analytiques, de résolution de problèmes et de dépannage.
- Capacité d’établir des priorités et à respecter des délais tout en restant flexible.
- Langues requises: anglais, français
- Expérience avec les systèmes de billetterie ou les logiciels de service d'assistance. (Préféré)
- Connaissance pratique de la plateforme WordPress CMS ou d'autres plateformes CMS (préféré)
- Solide compréhension des systèmes d'exploitation Windows et MacOS et des concepts de base en réseau (Préférable)

**E INC est une entreprise en pleine croissance qui continue d'évaluer notre engagement et notre investissement continus dans les membres de notre équipe**:

- Rémunération compétitive
- Bonus d'incitation à la vente
- Médical, dentaire et vision
- 401k/RSP avec cotisation complémentaire
- Congés payés (Vacances, Personnel, Bénévolat)
- Environnement de travail flexible
- Apprentissage continu
- Et une culture incroyable pour couronner le tout

*Le masculin est utilisé, sans discrimination, afin de ne pas alourdir le texte*

**English**:
**Role Summary**:
**What You Will Do**:

- Resolve support issues in a prompt and efficient manner while escalating to sales team, the support manager, or technical team members when necessary.
- Identify and document recurring customer issues to determine standardized working solutions, to build on a knowledge-base.
- Maintain a working knowledge regarding company’s products and systems
- QA resolved cases that have been assigned to developers, web-developers and designers

**What You Will Need**:

- Minimum high school diploma. College diploma or University degree is preferred.
- Strong analytical, problem solving, and troubleshooting skills
- Ability to set priorities and meet deadlines as well as remain flexible
- Required Languages: English, French
- Experience with ticketing systems or helpdesk software. (preferred)
- Working knowledge of WordPress CMS Platform or other CMS platforms (preferred)
- Strong understanding of Windows and MacOS operating systems and basic networking concepts (preferred)

**E INC is a growing company that is continuing to evaluate our ongoing commitment and investment in our team members with**:

- Competitive pay
- Sales Incentive Bonus
- Medical, Dental & Vision
- 401k/RSP with Match
- Paid time off (Vacation, Personal, Volunteer)
- Flexible working environment
- Continuous Learning
- And an amazing culture to top it all off

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