Customer Support Specialist

Z953; Montreal; Hybrid; CAD 42,000 - 58,000; Full time

Benefits offered by this job

Office hybrid Fridays remote

Fringe benefits

Café with meals

OPUS card subsidy

Loyalty program milestones

Access to wellness programs

Job summary

Stingray Group in Montreal is seeking a Customer Support Specialist to impress Stingray Business clients by swiftly addressing queries and resolving Level 1 technical issues in a friendly yet professional manner.

The department operates from 8 AM to 8 PM Eastern Time on weekdays, and 9 AM to 5 PM Eastern Time on weekends/holidays. You will be required to work weekends on rotation. The role offers hybrid work with Fridays remote in Montreal.

Qualifications

• 2+ years of experience in customer service.
• Bilingual French and English required.
• Experience in technical support is a plus.

Responsibilities

• Handle first level support calls and emails from commercial clients, providing timely and effective solutions.
• Guide clients through technical tasks related to audio, music, and digital signage systems.
• Deliver a dynamic multichannel customer experience (phone and email), ensuring SLAs are met.
• Create work orders for service visits, product shipments, etc.
• Coordinate customers’ service requirements with other departments as necessary.
• Communicate solutions and opportunities to improve services and processes.

Job description

At Stingray, creativity, collaboration, and cutting-edge technology are the pillars of our DNA. Keen on joining a team of tech-savvy music lovers in a stimulating and fun work environment?

Our Customer Support team is currently seeking a Customer Support Specialist who will impress Stingray Business clients by swiftly addressing queries and resolving Level 1 technical issues in a friendly yet professional manner.

If you are a dedicated professional who is solution-oriented and eager to make your mark with an industry leader, we want to meet you!

Please note that the department operates from 8 AM to 8 PM Eastern Time on weekdays, and from 9 AM to 5 PM Eastern Time on weekends and holidays. You will be required to work weekends (on rotation) and on certain holidays.

• Handle first level support calls and e-mails from commercial clients, providing timely and effective solutions;
• Guide clients through various technical tasks related to audio, music, and digital signage systems;
• Deliver a dynamic and personalized multichannel customer experience (phone and email), ensuring that Service Level Agreements are met and maintained;
• Create work orders for service visits, product shipments, etc.;
• Coordinate customers’ service requirements with other appropriate departments as necessary;
• Communicate solutions, successes, and opportunities to enhance our services, processes, and client improvement requests;
• Assist with managing seasonal-related requests (Holiday programming/custom messaging).
• Over 2 years of professional experience in customer service, with a preference for experience in a technical support role (B2B experience is a plus);
• Written and spoken proficiency in bothFrenchandEnglish;
• Solution-oriented and an ambassador of change management;
• Committed to continuous improvement and learning opportunities;
• Creative thinker who can think outside the box;
• Strong empathetic team player with the ability to multitask effectively.

Life at Stingray

• A cool office in Montreal with the flexibility to work from home on Fridays
• Stingray café with breakfasts, lunches and snacks offered every day
• A subsidy for your OPUS card to make your commutes easier
• Shares purchase plan (with a contribution from Stingray)
• Full access to the Dialogue virtual healthcare platform
• Free fitness classes offered weekly
• Access to private consultations on nutrition and wellness
• Free language classes, training and access to the latest AI technologies and platforms to boost your productivity and creativity
• Summer hours
• Milestones celebrated with our loyalty program
• 5@7 and vibrant social events
• And much more!

Montreal-based Stingray Group is a leading music, media and technology company with over 1,200 employees worldwide. Our offices are located in the Old Port of Montreal just minutes from the Lachine Canal bike path, a prime location for picnics or a jog at lunch time.

Stingray supports the principles of Employment Equity and is committed to ensuring our workforce is representative of the communities we serve and in which we operate. Women, Aboriginal peoples, persons with disabilities and visible minorities are encouraged to apply and to self-identify so we can work towards full representation of those groups within our company.