Technical Customer Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver first-level customer support and technical solutions for client products.

• Foster and sustain positive relationships with customers by providing tailored solutions.

• Collaborate with various departments within the company to appropriately address requests.

• Schedule service appointments and ensure follow-up with customers and clients.

• Diagnose and resolve technical issues using established diagnostic tools and methodologies.

• Conduct precise data entry utilizing specified applications.

• Manage calls with active listening, empathy, and reassurance.

• Take responsibility for the customer experience and provide comprehensive resolutions.

• Adjust communication styles to suit different audiences and interpret both verbal and non-verbal cues.

• Respond to inbound and outbound customer inquiries.

• Modify problem-solving strategies without compromising the quality of outcomes.

⛳️ Requirements

• At least 6 months of experience in customer-facing roles (phone, chat, in-person, etc.).

• A minimum of a high school diploma.

• Preferred working knowledge of Microsoft Office applications, including Outlook, Word, and Excel.

• Must be at least 18 years of age.

• Excellent verbal and written communication skills in both English and French.

• Ability to type at least 30 words per minute and successfully complete the language/grammar assessment.

• Reliable home internet connection with hardwired access.

• Proficiency in English is essential for communication with English-speaking customers and partners outside of Quebec.

• Experience with iOS, smartphones, tablets, PCs, or Macs.

• Technical troubleshooting experience, both professional and personal.

• Capability to navigate multiple systems and tools to research, understand, and deliver real-time solutions.

• Ability to apply analytical skills and appropriate troubleshooting methods to identify and resolve complex technical issues.

• Self-management and independence in a fast-paced, challenging environment.

• Open availability, including at least one weekend day.

🏝️ Benefits

• Established career progression supported by self-assessments, virtual training, and a guided curriculum that promotes both vertical and horizontal growth.

• Paid training opportunities.

• Ongoing learning through progressive training tailored to tenure and skill sets.

• Competitive salary structure.

• A positive and supportive work environment.

• An inclusive and diverse workplace culture.

• Emphasis on work-life balance.

• Accommodation support available during the application process.