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SaaS Client Support Expert

3 months ago

Montreal, Quebec, Canada Apcurium Group Inc Full time

About Apcurium Group Inc
Apcurium Group Inc is transforming the mundane into the remarkable. We specialize in cutting-edge delivery management software designed to empower carriers and shippers to excel in today's fast-paced delivery landscape.

Position Overview
We are in search of a Client Support Expert to enhance our SaaS offerings tailored for logistics enterprises. In this role, you will address inquiries, troubleshoot issues, and liaise with various teams to ensure our clients thrive with our software solutions.

Key Responsibilities
  • Delivering remote technical assistance to clients while ensuring an exceptional customer experience.
  • Documenting and managing client requests through our issue tracking system, prioritizing and proactively following up on outstanding issues.
  • Diagnosing and resolving technical challenges, escalating to domain experts when necessary.
  • Keeping clients informed about the status of their issues.
  • Providing fundamental training to clients on system functionalities.
  • Contributing to the creation of technical documentation for client reference.
  • Collaborating with engineering teams to identify and resolve root causes of issues.
  • Enhancing your technical knowledge, particularly in APIs, Azure, SQL, and related technologies.
Qualifications
  • Degree in computer science, computerized systems, electronics, transportation logistics, or a related discipline.
  • 2 to 3 years of experience in technical support with external clients.
  • Excellent communication skills.
  • Client-focused approach characterized by respect and meticulous attention to detail.
  • Strong analytical and problem-solving abilities.
  • Effective organizational skills.
  • Capability to manage multiple priorities efficiently.
  • Ability to work on various issues simultaneously in a dynamic environment.
  • A collaborative team player.
  • Proficient in spoken and written English, with functional spoken French.
  • Willingness to occasionally work evenings or weekends to support clients.
  • AEC / DEC or Skilled Trade Certificate is preferred.
Preferred Qualifications
  • Experience in high-tech, transportation, or delivery logistics management.
  • Familiarity with ticketing systems such as FreshDesk.
  • Experience with Jira is a plus.
  • Knowledge of APIs, Azure, or SQL.
Additional Information

At Apcurium Group Inc, we pride ourselves on having a talented team that is passionate about innovation. If you enjoy delivering creative solutions to complex challenges, this role may be a perfect fit for you.

Highlights of working with us include:

  • Fully remote work environment.
  • Opportunities for professional development and growth.
  • Flexible working hours.
  • Comprehensive social benefits and insurance coverage.
  • Strong emphasis on work-life balance.