Customer Support Specialist

Stingray; Montreal; Hybrid; CAD 38,000 - 52,000; Full time

Benefits offered by this job

Hybrid work Fridays

Stingray café

OPUS card subsidy

Share purchase plan

Dialogue healthcare

Free fitness classes

AI tools training

Summer hours

Social events

Job summary

Stingray, a Montreal-based leader in music, media and technology, seeks a Customer Support Specialist to impress business clients with swift Level 1 tech help. You will handle first level queries in French and English, delivering friendly, professional support by phone and email and guiding clients through audio, music, and digital signage tasks.

The role requires weekend work on rotation and some holidays, with a flexible option to work from home on Fridays.

Qualifications

• Over 2 years of professional experience in customer service, with a preference for tech support.
• Written and spoken proficiency in both French and English.
• 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 multitask capability.

Responsibilities

• Handle first level support calls and emails from commercial clients.
• Guide clients through technical tasks related to audio, music, and digital signage systems.
• Deliver a dynamic multichannel customer experience (phone and email) while meeting SLAs.
• Create work orders for service visits, product shipments, etc.
• Coordinate customers’ service requirements with other appropriate departments.
• Communicate solutions, successes, and opportunities to enhance our services.
• Assist with managing seasonal-related requests (Holiday programming/custom messaging).

Skills

Customer service

B2B support

French & English

Multitasking

Change management

Team player

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.

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.

Your day-to-day

• 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).

Your Qualifications

• 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 both French and English;
• 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.

Not the job for you? Go to jobs.stingray.com to consult other available positions and learn more about Stingray, we’re always on the lookout for new talent.