Spécialiste du Support Technique CRM / CRM Technical Support Specialist

Solutions Metrix; Montreal; On-site; CAD 55,000 - 60,000; Full time

Job summary

Join Solutions Metrix as a Technical Support Specialist to ensure customer satisfaction by resolving issues and improving CRM workflows. You will be the first line of contact for client inquiries, providing proactive guidance and support to help customers maximize their CRM experience. This role offers the opportunity to work in a dynamic environment where your problem-solving skills will be crucial in maintaining high customer service standards.

Qualifications

• 3–5 years of experience in a technical support or customer service role.
• Good knowledge and understanding of CRM systems.
• Excellent customer service, interpersonal, and problem-solving skills.

Responsibilities

• Act as the first line of contact for customer support requests.
• Analyze and troubleshoot CRM-related issues.
• Monitor ticket statuses and keep customers informed throughout.

Skills

CRM systems

Problem-solving

Customer service

Technical support

Communication

Education

Bachelor’s degree in computer science, IT, or related field

Job description

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Human Resources Coordinator at Solutions Metrix

Technical Support Specialist – CRM Systems (Creatio)

Bilingualism is a must.

Join Our Team!

We are seeking a proactive and customer-focused Technical Support Specialist with strong CRM experience to join our growing team. In this role, you'll play a key part in ensuring customer satisfaction by resolving issues, improving support workflows, and collaborating with cross-functional teams. You will also act as a trusted advisor to customers, helping them make informed decisions and get the most value out of their CRM investment. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about delivering a great customer experience, we’d love to hear from you.

Your Responsibilities

Customer Support & Issue Resolution

• Act as the first line of contact for customer support requests (email, phone, portal).
• Analyze and troubleshoot CRM-related issues. Identify root causes and implement resolutions.
• Use CRM knowledge (including no-code configurations) to provide technical guidance and resolve user issues.
• Escalate complex technical challenges to the appropriate internal team while maintaining ownership of communication.
• Act as a functional consultant, proactively advising customers on how to use their CRM effectively and recommending best practices tailored to their needs.

Ticket Management & Communication

• Review, triage, and assign incoming tickets to internal teams or external partners.
• Monitor ticket statuses, ensuring updates are regularly provided to customers.
• Track and meet SLA commitments and proactively follow up to minimize delays.
• Keep customers informed throughout the ticket lifecycle and gather feedback post-resolution.

Internal Coordination & Stakeholder Communication

• Validate time estimates with CRM consultants and keep customers updated accordingly.
• Collaborate with internal stakeholders (Delivery, Sales, Customer Success, Finance) to manage resource allocation, address non-contracted support requests, and provide effort justifications as needed.

Process Optimization & Team Enablement

• Maintain and improve Support SOPs and documentation.
• Train new employees on support processes and tools.
• Help introduce customers to the support portal and onboarding processes.
• Contribute to customer success by helping Sales present the support offering to new or prospective clients.

Education & Experience

• 3–5 years of experience in a technical support or customer service role, ideally in a SaaS or CRM environment.
• Bachelor’s degree in computer science, IT, or a related field, or equivalent professional experience in a technical support capacity.

Skills & Knowledge

• Good knowledge and understanding of CRM systems.
• Familiarity with no-code development and business process configurations.
• Understanding of support workflows, triaging, and SLA-based environments.

Soft Skills

• Excellent customer service, interpersonal, and problem-solving skills.
• Clear and professional communication, both written and verbal.
• Able to remain calm and focused under pressure.
• Strong attention to detail and organizational skills.

Nice to have

• Certification in Creatio or SugarCRM
• If you enjoy solving problems, streamlining processes, and working directly with clients, apply today and be part of a collaborative, customer-focused team!

Who are we?

Since 2001, Solutions Metrix has been implementing CRM in companies of all sizes and industries, whether they are in Montreal, Quebec, or elsewhere in Canada or in North America. Our team of specialists masters a very large number of CRMS without being linked to any. We always recommend the best CRM to our customers according to their needs and objectives. Our method defines a simple implementation process for companies that allows them to quickly and easily use their software and optimize it to the maximum. The secret to our success is simple: we tailor our solutions to our customers' business models, markets, and industries.

Solutions Metrix is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Solutions Metrix makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Software Development and Professional Services

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