Application and Customer Support Analyst

5 days ago

Québec, Canada Outbox Full time

Outbox is currently seeking an Application and Customer Support Analyst to join the team. We share a collaborative work culture with a strong and dynamic team committed to providing the best ticket buying experience for both consumers and behind the scenes customers.

Being part of the Outbox team means evolving in a community of professionals eager for challenge and innovation

**Day-to-day**:
This is an exciting and critical role, providing technical support to our customers and the company. This role combines customer support and technical knowledge and requires experience in basic programming and data manipulation.

**Your main responsibilities will be to**:

- Diagnose, document interventions and their solutions.
- Receive, analyze and respond to customer requests, in collaboration and with the support of the team.
- Report on customer requests and follow up with the development team on the implementation of new features.
- Maintain a high level of customer satisfaction at all times and build trusting relationships.
- Inform and train users to ensure their optimal use of the Outbox system.
- Facilitate the sharing of best practices between Outbox and its customers.
- Create events and configure the Outbox system for its customers.
- Document problems and solutions on our comprehensive knowledge tool (Wiki).
- Resolve programming difficulties of a problematic event and/or special circumstances.

**What it takes to excel in this role**:

- College or university degree in a related field
- Good technical knowledge of SQL and the Linux environment
- Excellent verbal and written skills in French and English
- Experience in problem solving and creative analysis in a dynamic service or support environment
- Experience demonstrating the ability to adapt to a new environment and learn new techniques
- Knowledge of computerized ticket sales (an asset)
- Strong customer service, organization, attention to detail and priority management skills
- Ability to adapt to a flexible work schedule, including evenings, weekends and holidays
- Excellent command of the Office suite and computer tools in general

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