Software Support Specialist [#4893]

Alteo Inc.; Montreal (administrative region); Hybrid; CAD 60,000 - 75,000; Full time

Job summary

A technology solutions provider seeks a Software Support Specialist for a permanent position in Montreal. This hybrid role requires responding to user inquiries and ensuring exceptional service. Candidates must have 5+ years of technical support experience and be bilingual in English and French. Strong problem-solving abilities and proficiency in Microsoft Office are essential. You will manage technical issues for clinics and contribute to software documentation efforts.

Qualifications

• 5+ years of experience in technical support/customer service in a call center/training.
• Bilingualism REQUIRED: English/French (spoken and written).
• Ability to create and update internal and external documentation.

Responsibilities

• Respond to user calls and emails for technical or training requests.
• Ensure an impeccable customer experience on the phone and in writing.
• Identify, analyze, and resolve issues encountered by clinics.

Skills

Technical support experience

Bilingualism (English/French)

Customer service orientation

Excellent communication skills

Technical problem-solving skills

Ability to work under pressure

Organizational skills

Education

DEC and/or certification in customer service/support

Tools

Microsoft Office (Outlook, Word, Excel)

Ticket management and CRM software

Windows environment

Job description

Alteo is looking for a Software Support Specialist 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