Bilingual Technical Support Specialist, Web

2 weeks ago

Montréal, Canada Web Hosting Canada Full time

L1 support agents should be effective communicators, have a very solid understanding of our products, services, and systems, and have the necessary soft skills to defuse situations with clients before they become problems.
You will make a difference by
- Respond to live calls, chats and L1 support tickets in English & French, carefully documenting each intervention and ensuring client satisfaction
- Assist L2 and L3 agents with migration, translation, and other issues requiring communication with the client
- Help identify and report generalized issues (NOCs), either as reported by clients
- Participate in the provisioning of services requiring manual activation steps (such as SSLs and IPs)
- Identify Sales opportunities (Leads) and log them for follow-up
- Assist new clients with onboarding, advising them on the right product according to their business and technical needs (web hosting & Domains)

**Who you are**: - You are an effective communicator
- You are someone with a very solid understanding of our technologies, products, services, and systems
- You are commended for your soft skills because you are able to defuse situations with clients before they become problems.

**Qualifications**: - Excellent communicator, both spoken and in writing
- Problem solver
- Good typing speed: 40+ Words per Minute (WPM)
- Bilingual: English & French
- Computer-savvy
- Experience in a call center or in a related technical field (such as hosting) is highly preferred

**What we offer**: - A modern Work From Anywhere approach to working remotely AND a wonderful office in Montreal, should you choose to work from there
- Group Insurance
- Highly collaborative work environment with a proactive leadership team

Inclusion and diversity are at the core of what we stand for at WHC. We strongly believe everyone has the right to be their authentic self in the workplace and therefore should feel comfortable doing so. That’s why we celebrate our differences in race, colour, ethnicity, national origin, age, disability, gender identity or expression, sexual orientation, and religion. We've witnessed firsthand how a diverse workforce fosters unique perspectives, increased innovation, better problem-solving, engagement and an overall happier work environment.

Les Spécialistes du Soutien Technique assurent la communication de première ligne avec les clients par courriel, chat et téléphone. Ils veillent à la satisfaction des clients en aidant ceux-ci à identifier la cause du problème, trouver des solutions et apaiser leurs frustrations, tout en proposant des solutions, des services ou des produits qui répondent à leurs besoins.
Un Spécialistes du Soutien Technique L1 doit être un excellent communicateur, posséder une excellente connaissance de nos produits, de nos services et de nos systèmes, et posséder les compétences générales nécessaires pour désamorcer les situations avant qu'elles ne deviennent problématiques.
Vous aurez un impact en - Répondant aux appels en direct, aux chats et aux tickets de niveau L1 en anglais et en français, en documentant chaque intervention et en veillant à ce que le client soit satisfait
- Aidant les agents L2 et L3 avec la migration, la traduction et autres problèmes qui nécessitent une communication avec le client
- Aidant à repérer et signaler des problèmes généralisés (NOC), rapportés par les clients
- Participant à la gestion des services nécessitant une activation manuelle (tel que certificat SSL et adresse IP).
- Identifiant les opportunités de ventes potentielles (Leads) en les enregistrant pour assurer un suivi
- Assistant les nouveaux clients lors de leur intégration, et en les guidant vers les bons produits et services en fonction de leurs (Hébergement Web et Domaine)

**Qui vous êtes**: - Vous êtes un excellent communicateur
- Vous possédez une bonne compréhension de nos technologies, produits, services et systèmes
- Vous êtes reconnu pour vos aptitudes sociales, étant capable de désamorcer une situation avec un client avant qu'elle ne devienne problématique

**Qualifications**: - Excellent communicateur, autant à l'oral qu'à l'écrit
- Facilité à résoudre des problèmes
- Bonne vitesse de frappe: 40+ mots par minute (MPM)
- Bilingue: Anglais & Français
- Connaissance accrue en informatique
- Expérience en centre d’appel ou domaine technique connexe (hébergement web): un atout

**Ce que nous offrons**: - Une approche Travailler de Partout au travail à distance ET un merveilleux bureau à Montréal, si vous choisissez d’y travailler
- Assurance Collective
- Un environnement de travail collaboratif et une solide équipe de leadership

L'inclusion et la diversité sont au cœur de nos valeurs chez WHC. Nous croyons fermement que toute personne a le droit d'être authentique au travail et doit se sentir à l'aise en le faisant. C'est pourquoi nous célébrons la diversité en matière de race, de couleur, d'origine, de nationalité, d

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