Talentuch

CRM Technical Support Specialist

Talentuch Montreal, Quebec, Canada
Talentuch

CRM Technical Support Specialist

Talentuch Montreal, Quebec, Canada
3 months ago
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The role is for a Technical Support Specialist for a Canadian CRM Company.

We are looking for someone who enjoys technology, providing client satisfaction, and fixing client issues.

Important Note

  • Working conditions: On-site OR Hybrid (the office is in Montreal downtown).
  • French if required!

Your Mission Is As Follows

  • Make sure the requirements provided by the customer are clear and actionable.
  • Provide updates and feedback to the customer on their opened tickets.
  • Validate estimation with the CRM consultants and keep the customer updated accordingly.
  • Communicate with the delivery center manager to coordinate the team allocation and ticket dispatch.
  • Manage the support boards to make sure everything is up-to-date.
  • Communicate with the Customer Success Manager when the customer does not have a support contract and requests for support.
  • Help the Finance and Customer Success Manager to answer if the customer needs justification on the support hours consumed.
  • Manage support ticket assignments with our external support partners.
  • Escalate any risks identified on a support request (unavailability, feedback, technical challenge…).
  • Fill the scorecard to track KPIs of the role.
  • Improve support SOP.

About You

  • Minimum 3-5 years of experience working in a similar role and fast-paced tech environment;
  • Basic to intermediate knowledge of the following technologies: PHP, MySQL, Apache, JavaScript.
  • Intermediate knowledge of source code control technology, such as Git and SVN.
  • Excellent interpersonal and customer service.
  • Responsiveness and ability to communicate calmly.
  • Attention to detail and good problem-solving skills.
  • Bilingual (French & English).
  • CRM knowledge.
  • Scrum master skills.

Nice To Have

  • Knowledge of Docker or Kubernetes technology;
  • Linux operations.

  • Seniority level

    Mid-Senior level

  • Employment type

    Full-time

  • Job function

    Other

  • Industries

    Staffing and Recruiting

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