Technical Support Agent, L1

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

📋 Description

• Effectively manage and prioritize incoming support requests.

• Diagnose and resolve technical problems related to company products and services.

• Provide timely and accurate responses to customer inquiries.

• Escalate complex issues to the relevant internal teams when necessary.

• Offer immediate assistance in emergency situations.

• Handle incoming customer calls, delivering clear and concise explanations of technical concepts.

• Build strong customer relationships through effective communication and problem-solving skills.

• Show empathy and sensitivity by actively listening to customer concerns and asking pertinent questions.

• Follow up to ensure all customer issues are completely resolved and that satisfaction is achieved.

• Contribute to and maintain an updated knowledge base of troubleshooting procedures and solutions.

• Stay current on product updates, features, and best practices.

• Participate in regular training sessions to sustain expertise in company products and services.

• Accurately document issues and resolutions using Salesforce or other CRM tools.

⛳️ Requirements

• Post-secondary education in networking, computer science, or a related field is an advantage; a high school diploma is mandatory.

• Prior experience in a technical support or call center setting is preferred.

• Familiarity with support ticketing systems like Salesforce is beneficial.

• Proficient in Microsoft Office (Word, Excel, Outlook, etc.).

• Strong technical skills and troubleshooting capabilities.

• Excellent communication abilities, with the capacity to remain patient and composed under pressure.

• Ability to work independently and collaboratively within a team.

• Strong attention to detail and effective time management skills.

• Proficiency in both French and English (written and spoken) is required; Spanish is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive team environment.