Customer Support Representative-représentant(E) Du

2 months ago

Vancouver, Canada VanillaSoft Full time

**Customer Support Representative-Remote**

**Vancouver, BC, Canada**

Are you passionate about solving customer problems? We are looking for a customer support representative who enjoys helping people and solving problems. You will leverage your past support to improve and reimagine our customers' experience and processes in this role. The entire customer support journey, from first level through escalations, collaboration with our success and engineering teams, and resolving issues, shall be yours to manage.

**Responsibilities**:
Establish priorities and communicate rationale and time frame clearly to customers

Troubleshooting, diagnosing and solving customer software and related program issues with the use of remote support software

Communicate user challenges and software updates across multiple teams, including the development team, for tracking resolution

Input all the technical problems into bug tracking software to be addressed by appropriate teams

Contribute articles to the knowledge base to promote self-help for our customers

Take ownership of support tickets, adhering to SLAs and resolution time commitments

Ensuring that all ownership incidents are followed through to resolution while keeping the customer informed of progress.

**General Requirements**:
Excellent analytical, problem solving, time management, and multi-tasking skills

Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction

Comfortable with technical concepts with firm operating, troubleshooting, and debugging skills

An analytical mindset with a passion for solving complex problems

Experienced in a fast-paced environment, under pressure, and prioritize multiple tasks

Ability to work responsibly with minimum supervision

**Education and Training**:
Post-Secondary education in Information Technology

Bilingual in French would be an asset

Previous helpdesk or call centre experience would be an asset

Familiarity with a helpdesk Ticketing system is considered an asset

**Reports to**: Director, Customer Support

**Job Type**: Full Time

**Hours of Operation**: Must be flexible and able to work shifts between 8 am - 8 pm Monday to Friday, Saturday 10 am - 4 pm ET and including some statutory holidays

**Our Culture**: We believe incredible teams can solve any problem, and we strive to be an inclusive workplace where ideas thrive. We are, first and foremost, an organization of people who are passionate about learning, building, and sharing. Our team members thrive when they're passionate about what they do. We strive to create an engaging environment with challenging tasks, foster meaningful relationships with colleagues, and encourage each other to become the best we can be. Whether you want to customize your workspace, share your latest hobby with the team, or broaden your horizons with a specific project, we have many opportunities to keep you growing and learning. We're here to help you become the best version of yourself, all while having fun and connecting with coworkers.

**Représentant(e) du support clients - Temporairement à distance**

**Gatineau / Ottawa, Canada**

Êtes-vous passionné par la résolution les problèmes des clients? Nous recherchons un(e) représentant(e) du support client qui aime aider les gens et résoudre les problèmes. Vous tirerez parti de votre support passé pour améliorer et réinventer l’expérience et les processus de nos clients dans ce rôle. L’ensemble du parcours de support client, du premier au niveau en passant par les escalations, la collaboration avec nos équipes de réussite et d’ingénierie, et la résolution des problèmes, sera à vous de gérer.

**Responsabilités**:
Établir des priorités et communiquer clairement la justification et l’échéancier aux clients

Dépannage, diagnostic et résolution des problèmes logiciels des clients et des programmes associés à l’utilisation de logiciels d’assistance à distance

Communiquer les défis des utilisateurs et les mises à jour logicielles entre plusieurs équipes, y compris l’équipe de développement, pour suivre la résolution

Saisir tous les problèmes techniques dans un logiciel de suivi des bogues à résoudre par les équipes appropriées

Contribuer des articles à la base de connaissances pour promouvoir l’auto-assistance pour nos clients

S’approprier les tickets d’assistance, respecter les SLA et les engagements de temps de résolution

S’assurer que tous les incidents de propriété sont suivis jusqu’à la résolution tout en tenant le client informé des progrès.

**Exigences générales**:
Excellentes compétences en analyse, en résolution de problèmes, en gestion du temps et en multitâche

Communiquer clairement et efficacement avec les utilisateurs finaux, les collègues et la direction pour résoudre rapidement les problèmes et assurer la satisfaction des clients

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