Technical Support Agent

3 months ago

Montréal, Canada Thomson Reuters Full time

**ENGLISH VERSION FOLLOWS**

**Agent de Soutien Technique****:

- DT Impôts et comptabilité, 100% télétravail**

**À propos du poste**
Dans cette opportunité en tant qu'**Agent de Soutien Technique**, vous allez:

- Apporter un soutien à la clientèle exemplaire et une résolution de problème technique par téléphone
- Apporter un soutien à la clientèle exemplaire et une résolution de problème technique par courriel au besoin
- Maintenir de solides connaissances sur les produits soutenus
- Atteindre les objectifs de performance en matière de qualité des appels, d’enquêtes de satisfaction des clients, et de gestion des appels
- Fournir un suivi en temps opportun quant aux problèmes des clients
- Communiquer efficacement et interagir avec les clients pour résoudre leurs problèmes
- Animer des séances sur le Web pour aider de nouveaux clients dans la mise en œuvre des logiciels DT
- Aider avec les files d'attente (virtuelles) du service à la clientèle et la réception en fonction des besoins.
- Capacité à faire des heures supplémentaires et à adopter un horaire varié comprenant des soirées et week-ends est une nécessité.
- Le travail se fait à 100% à partir de votre domicile

**À propos de vous**

Vous êtes fait pour le rôle d'**Agent de Support Technique** si votre expérience professionnelle inclut:

- ** Bilinguisme (Français et Anglais) est un atout, notre clientèle étant en partie à l’extérieur du Québec**:

- Grande aptitude à la gestion d’appel
- Solides compétences en identification de problèmes avec des logiciels et des équipements
- Capacité à se gérer soi-même et travailler comme membre actif au sein d'une équipe
- Capacité à rester motivé dans un environnement rapide et sous-pression
- Excellente capacité de recherche et de résolution de problèmes
- Capacité d'apprendre et de maîtriser rapidement de l’information technique complexe

**Atouts**
- 1 an d'expérience en service à la clientèle
- Baccalauréat ou diplôme de premier cycle est un plus

**Quels sont les avantages pour vous ?**

Vous rejoindrez notre culture inclusive de talent de classe mondiale, où nous nous engageons à votre croissance personnelle et professionnelle à travers:

- ** Culture**:Une réputation mondialement reconnue et primée en matière d'égalité, de diversité et d'inclusion, de flexibilité, d'équilibre entre vie professionnelle et vie privée, et bien plus encore.
- ** Formation et développement**:Accès à LinkedIn Learning; Talent Marketplace interne avec des opportunités de travailler sur des projets inter-entreprise ; Ten Thousand Coffees Thomson Reuters café de réseautage.
- ** Impact social**:Huit groupes de ressources d'entreprise dirigés par les employés; deux journées de bénévolat rémunérées par an; initiatives environnementales, sociales et de gouvernance (ESG) pour un impact local et mondial.
- ** Un travail axé sur les objectifs**:Nous avons un super pouvoir dont nous n'avons jamais parlé avec autant de fierté que nous le devrions : nous sommes l'une des seules entreprises de la planète à aider ses clients à rechercher la justice, la vérité et la transparence. Ensemble, avec les professionnels et les institutions que nous servons, nous contribuons à faire respecter l'État de droit, à faire tourner les rouages du commerce, à arrêter les mauvais joueurs, à rapporter les faits et à fournir de l’information fiable et impartiale à des utilisateurs du monde entier.
- ** Technical Support Agent - 100% Remote**

**About the Role**

In this opportunity as **Technical Support Agent**, you will:

- Maintain strong knowledge on supported products
- Meet performance objectives in call quality, customer satisfaction surveys, and call handling
- Provide timely follow-up on outstanding client issues
- Effectively communicate and interact with staff assigned to assist in resolving client issues
- Facilitate general web-based sessions to aid new customers in implementing DT software
- Assist with Customer Service queues and service Reception as needed.
- Be required to work overtime with a varied schedule including evenings and weekends

**About You**

You’re a fit for the role of **Technical Support Agent** if your background includes:

- ** Bilingualism (French and English) is an asset, some of our clients being outside of Quebec;**:

- Experience in software troubleshooting skills
- Strong call handling soft skills
- Ability to self-manage and work as a contributing member of a team
- Ability to stay motivated in a fast paced environment
- Strong research and problem solving skills
- Ability to quickly learn and master technical or complex information;
Assets
- 1 year experience in customer service
- Associate or bachelor's degree

**What’s in it For You?**

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

- ** Hybrid Work Model**:

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