Product Support Specialist

2 weeks ago

Sherbrooke, Canada SherWeb Full time

Position: Full-time, permanent_
- Start date: As soon as possible_
- Location: 100% remote_

**Here's what we do and why we do it.**

**Here's how you will contribute to the success of the company.**

Are you a quick thinker and your note taking is impeccable? Do you enjoy working in a team and hate the easy way of cherry-picking incidents? Read carefully what follows.

Our Technical Support team is looking to add a member to the technical support team. You will evolve in an environment where the human being is the central point of our decisions. You won't join a team, but rather a close-knit family that enjoys working in synergy.

This position is for you if you can quickly establish a connection with a client, reassure them and offer them unparalleled service. This challenge is also perfect for you if you have a smile on your face every day and you like to be proactive, because each case is an opportunity to learn and face the unknown. It's stimulating

**In this position, you will**:

- Troubleshoot, educate, and communicate with customer regarding support options.
- Appropriate all the steps for solving technical cases: determining the causes, supporting the customer remotely, finding solutions and administering the winning recipe
- Know how to detail a ticket to explain a problem and reproduction procedure.
- Perform a triage of requests, complete the follow-up, and propose improvements.
- Always have customer satisfaction as a primary objective.
- Keep up to date with new industry trends and technology.
- Liaise with customers and corporate support groups.
- Make a diagnosis and know how to prioritize it. Have judgment.
- Knowledge of the C2 platform.

**Requirements and skills**:

- DEC or AEC and accompanied by a great interest in IT. (or relevant experience)
- Minimum 5 years of experience or more in customer service
- Bilingual (French and English spoken and written)
- Available to work with flexible hours in case of emergency.
- Knowledge of SQL, IIS, (Windows, Linux tools and ITIL framework an asset).
- Very good knowledge of Microsoft tools (Excel)
- Must be responsible and self-taught.

This position is permanent with benefits. Stimulating and large-scale technical environment.

About: You will support a powerful and flexible solution that helps our customers manage their processes and service requests. In short, we are reimagining the way business departments deliver services to each other by automating tasks and requests. Driving this vision is an exceptionally talented team that prides itself on creating a unique, engaging, and fun experience for every employee, partner and customer.

**If you have these skills, you will fit right in with us**:

- Communication skills - Why? Because you will be expected to explain and vulgarize concepts by adapting the style and content of your messages to your audience (whether it’s internal clients, external clients or your teammates).
- Organization and resourcefulness - Why? Because we don’t believe in micromanagement. You will need to figure out solutions on your own by using your skills, your knowledge and any relevant information you can get your hands on.
- Problem-solving skills - Why? Because when you will face a problem, you will first analyze the information before identifying the possible causes. You will then explore and implement the most efficient and logical solutions.
- Adaptability - Why? Because our industry constantly evolves. You will have to adjust your thinking and methods to better suit new or unplanned situations (whether it’s for your daily tasks or your working environment).

**Here's what you can expect from us.**

We believe professional success is based on one's ability to build genuine relationships, to showcase her/his talent at every opportunity and to be a lifelong learner. If you share this vision, you will be pleased to find among us highly experienced professionals who will be happy to mentor or coach you. We will invest in your development. We will also provide you with the compensation and the opportunities that will help you make your aspirations a reality. So, if you have a head full of ideas and a soul full of hopes, here the floor is yours.

LI-Remote

LI-JG1

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