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Technical Support Specialist

1 month ago

Montreal, Quebec, Canada Talentuch Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Talentuch. As a key member of our support team, you will be responsible for providing exceptional technical support to our clients.

Key Responsibilities
  • Ensure customer requirements are clear and actionable
  • Provide regular updates and feedback to customers on their support tickets
  • Validate estimations with CRM consultants and keep customers informed
  • Communicate with delivery center managers to coordinate team allocation and ticket dispatch
  • Manage support boards to ensure up-to-date information
  • Communicate with Customer Success Managers for support contract inquiries
  • Assist Finance and Customer Success Managers with support hours justification
  • Manage support ticket assignments with external partners
  • Evaluate and escalate risks on support requests
  • Track KPIs and improve support SOPs
About You

We are looking for a candidate with a strong background in technical support, preferably in a fast-paced tech environment. You should have a solid understanding of technologies such as PHP, MySQL, Apache, and JavaScript. Additionally, you should have intermediate knowledge of source code control technologies like Git and SVN. Excellent interpersonal and customer service skills are essential, as well as the ability to communicate calmly and effectively. Bilingual skills in French and English are a must. CRM knowledge and Scrum master skills are also highly valued. Experience with Docker or Kubernetes technology and Linux operations are a plus.