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Backline Support Representative

3 weeks ago

Montréal, Canada GSOFT Full time

Company Description
We’re GSoft, home to a family of software products that lay the groundwork for a better employee experience. Our goal is to make work simpler, kinder, and faster.
Specifically, we help companies get the most out of Microsoft 365 with ShareGate. We help managers grow their teams with Officevibe. And we ensure every onboarding is a memorable experience with Softstart.
Every day, we find better ways to work.

Job Description_
So, what will your new role look like?_
As a level 3 technical support agent, you’ll provide in-depth technical support to answer our client's escalated questions and technical issues while ensuring their satisfaction and supporting our valued customers' relationships.
- Manage more complex clients' requests while maintaining quality and addressing the volume.
- Troubleshoot and find a solution to customers' problems that have been escalated by firstline technical support colleagues.
- Identify and raise system faults to the development team.
- Provide the product team with relevant feedback to improve the customer’s product experience.
- Maintain a high level of product knowledge, master processes, be a product and industry expert. Identify opportunities for operational improvement, recommend initiatives that contribute to the team’s objectives.
- Be one of the voices of the customer insidethe company.

**What does your future team look like?**
We are a team of 5 agents who works closely in collaboration. We often work in pairing, ask questions to each other, and tackle complex problems together. Each member of the team brings something different to the table and we value the diversity and various backgrounds.
- What are the upcoming challenges for your team?_
- The opportunity to become a Subject Matter Expert (SME) in different parts of the Microsoft technical environment as well as in any area related to ShareGate.
- The possibility to perfect various client-server architecture analysis techniques and the possibility to get involved in the continuous improvement of products in collaboration with developers directly.
- Also, you can expect to be part of a team that evolves and have the room to grow in your role to become a key person within the company, for your technical knowledge of products and customer cases.

**Qualifications**:

- Ability to navigate in a C# solution and understand the link between classes/interfaces;
- Have notions of client-server architecture, HTTP protocol and IIS;
- Have an analytical mind, be empathetic and Customer-oriented;
- Speak fluently and write quality English;
- Being happy in a constantly changing environment.

Assets:

- Familiar with the Microsoft ecosystem (Office Suite 365, Sharepoint Online, Teams, Azure);
- Have used Zendesk and JIRA before.

Additional Information
At GSoft, we build together, we trust each other, and we support each other in success or failure. You will be able to express yourself, evolve and develop your creativity in an environment that will adapt to your daily life and your needs.
We strive to create a healthy and inclusive work environment. This is everyone’s business.
Phone Screen - Virtual Interview using Microsoft Teams - Work Sample - Job Offer
We are looking forward to getting to know you
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