Agent de support technique / Technical Support Agent
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Agent de support technique / Technical Support Agent based in Canada.
Join a collaborative and customer-focused team where you'll play an essential role in delivering exceptional technical support for an innovative SaaS platform used across multiple industries. In this role, you'll help customers maximize the value of the software by providing timely assistance, troubleshooting technical issues, and ensuring a seamless user experience. Working closely with internal teams, you'll contribute to continuous product and service improvements while building strong relationships with clients. This opportunity is ideal for someone who enjoys problem-solving, communicating with customers, and making a meaningful impact in a flexible, technology-driven work environment.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Agent de support technique / Technical Support Agent based in Canada.
Join a collaborative and customer-focused team where you'll play an essential role in delivering exceptional technical support for an innovative SaaS platform used across multiple industries. In this role, you'll help customers maximize the value of the software by providing timely assistance, troubleshooting technical issues, and ensuring a seamless user experience. Working closely with internal teams, you'll contribute to continuous product and service improvements while building strong relationships with clients. This opportunity is ideal for someone who enjoys problem-solving, communicating with customers, and making a meaningful impact in a flexible, technology-driven work environment.
Accountabilities:
- Respond to customer inquiries with professionalism, empathy, and a solution-oriented approach across various communication channels.
- Guide customers through the effective use of the software, providing clear explanations, troubleshooting assistance, and best practices.
- Diagnose and resolve technical issues efficiently while ensuring a positive customer experience.
- Maintain accurate documentation of customer interactions, technical issues, and implemented solutions.
- Monitor and follow up on open requests to ensure timely resolution and customer satisfaction.
- Escalate complex technical cases to specialized teams when appropriate while maintaining clear communication with customers.
- Collaborate with internal departments to identify recurring issues, improve support processes, and enhance the overall customer experience.
- Contribute to maintaining high service quality standards and fostering long-term customer relationships.
- College diploma in Information Technology, Technical Support, or another related field, or equivalent relevant experience.
- Previous experience in B2B customer service, technical support, or a similar client-facing role.
- Strong interest in technology and the ability to quickly learn new software platforms.
- Excellent communication and interpersonal skills with a customer-first mindset.
- Strong analytical and problem-solving abilities with great attention to detail.
- Ability to manage multiple requests while maintaining organization and professionalism.
- Fluency in French is required, along with functional English to support English-speaking customers across Canada.
- Experience with SaaS products, CRM platforms, or ticket management systems is considered an asset.
- Flexible remote or hybrid work environment with optional office access.
- Unique 4-day workweek after successful completion of the probation period while maintaining full-time compensation.
- Competitive salary with annual compensation reviews.
- Comprehensive group insurance starting on the first day of employment, with employer contribution.
- Employee Assistance Program (EAP) and corporate telemedicine services.
- Employer-matched group retirement savings plan after six months.
- Three weeks of paid vacation during the first year, available after three months.
- Annual professional development budget.
- $350 annual personal allowance for wellness, sports equipment, or home office expenses.
- Flexible working hours and regular team-building, social, and sports activities.
- Complimentary coffee, snacks, and a collaborative workplace culture