Technical Support Agent

4 days 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 actually look like?_
We need you to round out our team for our product ShareGate to answer the needs of our growing clientele of IT managers and help them use our product to simplify their migration to Microsoft 365 and manage Microsoft tools like Teams and Azure. You will:

- Actively listen with empathy customers and exercise analytical thinking.
- Gain an in-depth understanding of our users’ technical support needs and their context.
- Communicate effectively both in French and English, over the phone and in writing.
- You will thus be able to provide the best possible support for ShareGate whenever technical issues arise.

Once you’ve gained an in-depth understanding of the Microsoft environment and ShareGate, you will be able of meeting users’ technical demands.
Drawing on your customer experience knowledge and your team, you will support the Product team by providing ideas and potential solutions to help improve ShareGate.
**What will your future team look like?**
You will be joining a team of 18 people who are motivated to ensure our clients get the results they need. They focus on understanding the project and our customers’ objectives to help them use our product while providing an experience aligned with our values and commitments. And you will have room to grow in your role and become a resource person within the company for your knowledge of the product and customer cases.
- What are the upcoming challenges for your team?_
The opportunity to become an expert (Subject Matter Expert/SME) on different parts of the Microsoft environment and any topics related to ShareGate. You will have the opportunity to develop and practice your skills and become an expert in customer experience, a strong added value in the current era of CX Management. Also, you can expect to be part of an evolving team and to have room to grow in your role to become a key person within the company.

**Qualifications**:

- Show empathy / Be customer-focused and passionate, ready to provide exceptional customer service that goes beyond our tools;
- Have experience in technical support (experience in customer service is an asset);
- Have an analytical mind and strong investigation skills;
- Be comfortable with new technology;
- Have strong communication skills in English, both oral and written;
- Enjoy working in a continuously evolving environment.

Assets:

- Experience with the Microsoft 365 environment (particularly SharePoint Online, Teams and Azure);
- Familiarity with Zendesk.

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
LI-Remote

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