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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 individual to provide top-notch technical support to our clients. As a Technical Support Specialist, you will be responsible for resolving client issues, providing updates and feedback, and ensuring seamless communication with our delivery center manager and customer success manager.

Key Responsibilities

  • Ensure client requirements are clear and actionable
  • Provide regular updates and feedback to clients on their opened tickets
  • Validate estimations with CRM consultants and keep clients informed
  • Communicate with delivery center manager to coordinate team allocation and ticket dispatch
  • Manage support boards to ensure up-to-date information
  • Communicate with customer success manager for clients without support contracts
  • Assist finance and customer success manager with justification for support hours consumed
  • Manage support ticket assignments with external support partners
  • Evaluate and escalate risks identified on support requests
  • Track KPIs using scorecards
  • Improve support 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

About You

We are looking for a team player who is passionate about technology and providing exceptional client service. If you have a strong background in technical support and are eager to take on new challenges, we encourage you to apply.