Client Support Associate

Description de l'offre

Job responsabilities As a member of our Client Support and Training Department, you will be in charge of supporting users in their daily use of our online applications, troubleshoot level 1 issues, document and redirect level two issues to make sure a suitable solution if given to all clients experiencing difficulties with our applications. This position requires good communication both in English and French (spoken and written) and might require some short travels for delivering client training on site or to go and deliver on site assistance. Job duties • Respond to user requests for technical assistance via phone and electronically • Advise user on appropriate action • Log all calls and track help desk interactions, including assistance over the phone, through the administration help desk software • Manage all tickets assigned to you in our help desk software and proactively follow up on open tickets until resolved • Provide remote assistance to customers using the client specified tool • Diagnose technical software issues • Provide Level 1 assistance to customers • Redirect Level 2 problems to development team/project leads • Identify and escalate situations requiring urgent attention • Prepare status activity reports • Stay current with system information, changes and updates • Document resolutions and share with team • In relation with QA department, keep system requirements to our application up to date • Be aware of software specifications to provide an effective client support • Maintain client specific processes with the help of Account Managers • Keep a fresh eye on new technology • Be proactive and think about solutions that could be used to evolve the support department in terms of tools and processes • Position could involve user training
Ideal Candidate Qualities • Customer service orientation • Attention to detail • Well organized • Good problem analysis and problem-solving skills • Learning skills • Stress tolerance • Ability to effectively handle escalations and time critical issues • Ability to work responsibly with or without direct supervision • Is flexible and can adjust to shifting priorities • Self-motivated, is independent, takes initiative, and has a desire to achieve • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others • Excellent verbal and written communication skills with ability to work in an international environment • Curious and willing to learn new web oriented technological skills • Attracted to web integration using current technologies • Has a company mind set
Key Requirements • Working knowledge of both MAC and PC operating systems • Working knowledge of variety of web browsers for both MAC and PC operating systems • Fluent in both English & French (spoken and written) • First experience (1 to 3 years) in a client support position. An experience with training users would be a plus. • Willing to travel very occasionally • Technical background to able to support projects involving HTML, PHP, JavaScript and SQL would be a plus. • Experience using a CMS would be a plus