Bilingual Technical Support Agent
2 weeks ago
En tant qu'expert au support technique (clientèle anglophone), vous serez sous la responsabilité du directeur stratégique et votre rôle principal sera de fournir une assistance technique de première ligne à nos clients par téléphones et courriels. Vous devrez supporter, guider et conseiller nos clients autant dans la résolution de contraintes techniques que dans leur éducation. Vous allez aussi être appelé à travailler en étroite collaboration avec les autres membres du département et de l’ingénierie dans le perfectionnement des processus aussi bien que dans les projets amélioration de performance des produits. Vous serez un élément clé à l’expérience client et à l’amélioration continue.
- **Traitement des demandes de support technique**
- Monitorer et traiter les demandes de support technique par téléphone et/ou par courriel
- Utiliser la documentation existante pour supporter le diagnostique
- Dans le respect de la garantie, prendre action suivant le diagnostique (traitement de la commande, analyse de la demande de règlement etc )
- Analyser les problèmes afin d’en trouver les causes racines dans le but de promouvoir la mise en place de solutions viable qui éviteront leur récurrence
- Participer activement à l’améliorant des processus et des documentations en place
- Mise en place de nouveaux documents de support technique selon les besoins qui évoluent
- S’assurer de la bonne classification des appels
- Effectuer des analyses des KPI afin d’identifier des problèmes récurrents et participer à identifier les solutions
- Agir en tant que mentor auprès des autres membres de l’équipe
- **Traitement des retours**
- Effectuer le suivi des retours avec la clientèle
- Fournir aux opérations les instructions d’inspections des retours de produits
- Identifier les causes racines des retours
- Enregistrer les informations recueillis dans le KPI/IPC
- Analyser les informations et mettre en place des processus d’amélioration du diagnostique
- **Formation technique des clients**
- Présenter à nos clients les outils à distance disponible
- Promouvoir la formation technique à notre clientèle
- Identifier les besoins et aider à la mise en place de plan de formation
- Se déplacer à certains événements de formation au Canada et aux États-Unis
- **Qualité**
- Participer à la rédaction de la documentation de support (processus, manuels, notes de mise à jour)
- Apporter ses idées d’amélioration des produits
- Recherche de solutions à des problèmes récurrents
- Se tenir informer de tout changement de produits pouvant affecter le support technique et faire suivre l’information au reste de l’équipe
- Participer à la réunion hebdomadaire d’amélioration continue avec les opérations et l’ingénierie
Type d'emploi : Temps plein, Permanent
Salaire : 25,00$ à 30,00$ par heure
Avantages:
- Assurance Invalidité
- Assurance Maladie Complémentaire
- Assurance Vie
- Congés de Vacances et Compensatoires
- Événements d'Entreprise
- Horaires flexibles
- Nourriture à Prix Réduit ou Gratuite
- Stationnement sur place
- Tenue Décontractée
Flexible Language Requirement:
- Français non requis
Horaires de travail:
- 8 Heures
- Du Lundi au Vendredi
- Heures supplémentaires
- Quart de jour
Question(s) de présélection:
- Êtes-vous présentement résident du Québec ou si non, avez vous un permis de travail qui vous permet de travailler dans la province en ce moment?
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