Technical Support Agent

**Come join our team**

We are looking for someone who enjoys technology, providing client satisfaction and fixing client issues. You will be called upon to be the middle person between the customers and the internal team on open issues, identify and diagnose such issues and help customers and internal team understand the support process better.

**Your mission is as follows**:

- Make sure the requirements provided by the customer are clear and actionable.
- Provide update and feedback to the customer on their opened tickets.
- Validate estimation with the CRM consultants and help them to keep the customer updated.
- Communicate with the delivery center manager to coordinate the team allocation and ticket dispatch.
- Manage the support boards to make sure everything is up-to-date.
- Communicate with the account executive when the customer does not have a support contract and requests for support.
- Help Finance and Account Executive to answer if the customer need justification on the support hours consumed.
- Manage support ticket assignment with our support partners.
- Escalate to the support manager the risk identified on a support request (unavailability, feedback, technical challenge ).
- Fill the score card to track KPIs of the role.
- Help the sales team to introduce the support offer to the customer.
- Introduce the customer to the support process and support portal.
- Train employees on support processes.
- Improve support SOP.

**About you**:

- Minimum 3 years of experience working in a similar role and fast-paced tech environment
- Bachelor's in Commerce, Business Analytics, Business Administration, Computer Science, IT
- Excellent interpersonal and customer service.
- Responsiveness and ability to communicate calm.
- Attention to detail and good problem-solving skills.
- Good written and verbal communication.
- Bilingual (French & English).
- CRM knowledge.
- Scrum master skills.

**Some of the vast rewards of working here**:

- Paid time off
- Medical and dental insurance
- Flexible working hours
- Hybrid work
- Tuition reimbursement
- Diverse and inclusive culture - we work hard and we play hard

**Who are we?**

Since 2001, Solutions Metrix has been implementing CRM in companies of all sizes and industries, whether they are in Montreal, Quebec, or elsewhere in Canada or in North America. Our team of specialists master a very large number of CRMS without being linked to any. We always recommend the best CRM to our customers according to their needs and objectives. Our method defines a simple implementation process for companies that allows them to quickly and easily use their software and optimize it to the maximum. The secret to our success is simple: we tailor our solutions to our customers' business models, markets and industries.
- Solutions Metrix is an equal opportunity employer that is committed to diversity and inclusion in the workplace._ We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Solutions Metrix makes hiring decisions based solely on qualifications, merit, and business needs at the time._**Venez rejoindre notre équipe **
Nous recherchons une personne qui aime la technologie, la satisfaction des clients et la résolution de leurs problèmes. Vous serez appelé à être la personne intermédiaire entre les clients et l'équipe interne sur les problèmes ouverts, à identifier et diagnostiquer ces problèmes et à aider les clients et l'équipe interne à mieux comprendre le processus de support.

**Votre mission est la suivante**:

- S'assurer que les exigences fournies par le client sont claires et exploitables.
- Fournir une mise à jour et un retour d'information au client sur les tickets ouverts.
- Valider les estimations avec les consultants CRM et les aider à tenir le client informé.
- Communiquer avec le responsable du centre de livraison pour coordonner l'affectation des équipes et l'envoi des tickets.
- Gérer les tableaux d'assistance pour s'assurer que tout est à jour.
- Communiquer avec le chargé de clientèle lorsque le client n'a pas de contrat d'assistance et qu'il demande de l'aide.
- Aider le responsable des finances et des comptes à répondre si le client a besoin d'une justification sur les heures de support consommées.
- Gérer l'attribution des tickets de support avec nos partenaires de support.
- Escalader au responsable du support le risque identifié sur une demande de support (indisponibilité, retour d'information, défi technique...).
- Remplir le score card pour suivre les KPIs du rôle.
- Aider l'équipe de vente à présente