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.
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.
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