Representant Soutien Technique - Montréal, Canada - Thomson Reuters

Thomson Reuters

Verified Company

Montréal, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

English version follows

Division:
DT Impôts et Comptabilité

Lieu: 100% Télétravail

Titre:
Représentant(e) au soutien technique

Description

Principales responsabilités

Apporter un soutien à la clientèle exemplaire et une résolution de problème technique par téléphone
Apporter un soutien à la clientèle exemplaire et une résolution de problème technique par courriel au besoin
Maintenir de solides connaissances sur les produits soutenus
Atteindre les objectifs de performance en matière de qualité des appels, d'enquêtes de satisfaction des clients, et de gestion des appels
Fournir un suivi en temps opportun quant aux problèmes des clients
Communiquer efficacement et interagir avec les nouveaux clients pour résoudre leurs problèmes
Animer des séances sur le Web pour aider de nouveaux clients dans la mise en œuvre des logiciels DT
Aider avec les files d'attente (virtuelles) du service à la clientèle et la réception en fonction des besoins.

Exigences et formation

Grande aptitude à la gestion d'appel
Solides compétences en identification de problèmes avec des logiciels et des équipements
Capacité à se gérer soimême et travailler comme membre actif au sein d'une équipe
Capacité à rester motivé dans un environnement rapide et souspression
Excellente capacité de recherche et de résolution de problèmes
Capacité d'apprendre et de maîtriser rapidement de l'information technique complexe
Bilingue Français-Anglais, une partie de la clientèle est horsQuébec

Exigences supplémentaires de l'emploi

Un an d'expérience en service à la clientèle requis
Baccalauréat ou diplôme de premier cycle est un plus
Capacité à faire des heures supplémentaires et à adopter un horaire varié comprenant des soirées et weekends est une nécessité.

- ____________________________________________

Department:
DT Tax and Accounting

Location: 100% Work from home

Job Title:
Technical Support Representative

Description

Key Responsibilities

Provide exemplary client support and technical issue resolution via phone
Maintain strong knowledge on supported products
Meet performance objectives in call quality, customer satisfaction surveys, and call handling
Provide timely follow up on outstanding client issues
Effectively communicate and interact with staff assigned to assist in resolving client issues
Facilitate general webbased sessions to aid new customers in implementing DT software
Assist with Customer Service queues and Service Reception as needed.

Qualifications

Strong call handling soft skills
Strong software and hardware troubleshooting skills
Ability to selfmanage and work as a contributing member of a team
Ability to stay motivated in a fast paced, high pressure environment
Strong research and problem solving skills
Ability to quickly learn and master technical or complex information
Fluent in French and English

Additional Job Requirements

1 Year of customer service experience required
Associates or bachelor's degree a plus
Ability to work overtime with a varied schedule including evenings and weekends is a must.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years.

Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters.

We help these professionals do their jobs better, creating more time for them to focus on the things that matter most:
advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion.

At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them.

Sound exciting? Join us and help shape the industries that move society forward.

Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals.

To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law.

Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabili