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Specialiste succes client / Customer Success Specialist At 20-20 Technologies Inc.

Location: Laval, Quebec

Job Description

RESPONSABILITÉS :
  • Fournir un soutien technique aux clients par téléphone sur différents produits tels que 2020Design et 2020Fusion, ainsi que sur nos produits Web incluant Virtual Planner et Ideal Spaces
  • Diagnostiquer les problèmes techniques de logiciels et résoudre les demandes des clients
  • Obtenir et évaluer toutes les informations pertinentes pour traiter les demandes
  • Diriger les demandes et les questions non résolues aux ressources désignées
  • Communiquer et coordonner avec les services internes
  • Assurer le suivi des appels et le suivi quotidien des contacts clients
  • Rechercher des solutions et assurer le suivi avec les clients
  • Travailler avec les agents expérimentés pour résoudre les problèmes de second niveau
  • Fournir un soutien à nos clients par l’entremise d’une connexion à distance au besoin
  • Travailler en étroite collaboration avec les membres les plus expérimentés de l'équipe de support afin de contribuer à notre centre de connaissances orienté client
  • Collaborer avec notre équipe d’assurance qualité sur les problèmes qui ont été escaladés
  • Participer à des groupes d'utilisateurs
  • Proposer de nouveaux moyens d'améliorer l'expérience client globale
  • Complétez chaque ticket de manière approfondie dans notre système CRM
  • Participer aux tests de logiciel avant la publication générale
EXIGENCES:
  • Une expérience en tant qu'agent de support technique sera un atout
  • 1-2 ans minimum d'expérience dans un «centre d'appels» de type environnement de service à la clientèle, plus précisément dans le domaine des logiciels, du matériel, des télécommunications ou connexes
  • Horaire du poste : 5 h à 13 h, du lundi au vendredi
  • Excellente approche service à la clientèle
  • Diplôme d’études collégiales sera un atout
  • Bon sens de l'organisation
  • Excellente résolution de problèmes
  • Capacité à travailler sous pression
  • Connaissances informatiques avancées (environnement Windows et systèmes d'exploitation)
  • Bilingue
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RESPONSIBILITIES:
  • Provides customer support to customers over the phone
  • Troubleshoots software issues and handles and resolves customer requests for assistance
  • Obtains and evaluates all relevant information to handle inquiries
  • Directs requests and unresolved issues to the designated resource
  • Communicates and coordinates with internal departments
  • Daily call tracking and monitoring of customer contacts
  • In depth research and ensures customer follow-ups
  • Work with senior support agents to resolve escalated tickets
  • Provide remote access support to customers when required
  • Work closely with senior members of the support team to contribute to our customer facing knowledge center
  • Collaborate with our QA team on escalated issues
  • Participate in user groups
  • Propose new ways to improve the overall customer experience
  • Complete each ticket thoroughly within our CRM system
  • Assist in software testing prior to general release
REQUIREMENTS:
  • Prior experience as a technical support agent will be a strong asset
  • Minimum 1-2 years of experience in a «Call Center» type Customer Service environment; specifically in software, hardware, telecommunications or related fields
  • Must be available Monday to Friday from 5:00 am to 1:00 pm
  • College degree preferred
  • Ability to establish excellent business relationships
  • Customer service orientation / excellent listening skills
  • Good organisational skills / Detail-oriented
  • Problem analysis and problem-solving skills
  • Ability to work under pressure
  • Computer knowledge: excellent knowledge of the Windows environment and operating systems