Customer Support Agent (Software) #4899 - Montreal (administrative region) - Alteo Inc.

Alteo Inc. Montreal (administrative region)

1 day ago

$38,000 - $52,000 (CAD) per year *

Job Title Customer Support Agent (Software) [#4899]

Field IT

Job Description

Alteo is looking for a Customer Support Agent (Software) for a permanent position based in Montreal.

*** Hybrid work: 2 days in the office/week ***

Responsibilities:

Respond to user calls and emails (technical or software training requests)
Ensure an impeccable customer experience both in writing and verbally on the phone, in French and English
Identify, analyze, and resolve issues encountered by clinics to achieve a high level of satisfaction (e.g., slow system, software update problems, error messages, integration of ophthalmic equipment, etc.)
Become an expert on the various features of our software in order to update and create internal and external documentation for the use of our application
Involvement in related projects for proactive contact with clinics to ensure optimal use of the software
Emergency management based on clinic needs

Profile:

5+ years of experience in technical support/customer service in a call center/training
Bilingualism REQUIRED: English/French (spoken and written). 80% of clients are outside Quebec
DEC and/or certification in customer service/support or any other related field
Experience with Microsoft Office applications (Outlook, Word, Excel)
Experience with ticket management and CRM software (an asset)
Experience with the Windows environment
Ability to create and update internal and external documentation and videos
Customer focus and ability to adapt and respond to different types of customers
Excellent technical problem-solving skills
Demonstrate exemplary verbal and written communication skills
Ability to work under pressure, in constant collaboration with the team and other departments, as well as independently
Ability to manage multiple tasks and projects simultaneously, as well as prioritize and manage your schedule effectively
Interpersonal skills, patience, and customer service orientation
Courtesy, autonomy, rigor, versatility, and organization

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* This salary range is an estimation made by beBee