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CRM Technical Support Specialist

2 months ago

Montreal, Quebec, Canada Talentuch Full time

About Talentuch

Talentuch is a Canadian CRM company seeking a skilled Technical Support Specialist to join our team.

Job Summary

We are looking for a highly motivated and detail-oriented Technical Support Specialist to provide exceptional support to our clients. The ideal candidate will have a strong background in CRM systems, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities

  • Ensure customer requirements are clear and actionable.
  • Provide regular updates and feedback to customers on their opened tickets.
  • Validate estimations with CRM consultants and keep customers informed accordingly.
  • Communicate with delivery center managers to coordinate team allocation and ticket dispatch.
  • Manage support boards to ensure all information is up-to-date.
  • Communicate with Customer Success Managers when customers request support without a contract.
  • Assist Finance and Customer Success Managers in responding to customer inquiries about support hours consumed.
  • Manage support ticket assignments with external support partners.
  • Evaluate and escalate any risks identified on support requests.
  • Track KPIs using scorecards.
  • Improve support Standard Operating Procedures (SOPs).

Requirements

  • Minimum 3-5 years of experience in a similar role and fast-paced tech environment.
  • Basic to intermediate knowledge of PHP, MySQL, Apache, and JavaScript.
  • Intermediate knowledge of source code control technology, such as Git and SVN.
  • Excellent interpersonal and customer service skills.
  • Responsiveness and ability to communicate calmly.
  • Attention to detail and good problem-solving skills.
  • Bilingual (French & English).
  • CRM knowledge.
  • Scrum master skills.

Nice to Have

  • Knowledge of Docker or Kubernetes technology.
  • Linux operations.