Technical Advisor II

Sherweb; Sherbrooke; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading cloud technology firm located in Sherbrooke is looking for a Technical Support Representative to assist clients with IT solutions. Candidates should have a high school diploma, experience in customer service, and excellent English communication skills. This role involves analyzing technical issues, guiding customers through configurations, and ensuring high levels of service. Opportunities for professional growth and a flexible compensation package are provided, emphasizing teamwork and integrity.

Benefits

Annual salary review

Flexible benefits plan

Home internet allowance

Career growth opportunities

Qualifications

• Strong interest in IT.
• Experience in customer service is essential.
• Excellent English skills required; French is an asset.
• Basic knowledge of Windows applications.
• Fast-learning abilities and capacity to explain technical concepts.

Responsibilities

• Assist and provide technical support via phone, email, or chat.
• Analyze and resolve technical issues related to products and services.
• Lead customers through service configurations.
• Provide high customer service levels and follow up on resolutions.

Skills

Customer service skills

Technical problem-solving

Effective communication

Education

High school diploma

College diploma in computer science

Tools

Windows applications

Job description

Location

Sherbrooke office

Overview

We simplify business IT with cloud technology so clients can focus on what matters—making people’s lives better. Learn more : www.sherweb.com/about/.

Responsibilities

• Assist and provide technical support by phone, email or chat.
• Analyze and resolve technical issues related to our products and services.
• Lead customers through service configurations.
• Provide a very high customer service level.
• Deliver and follow up on problem resolutions and customer satisfaction.
• Proactively and comprehensively document customer issues in ticketing systems.
• Collaborate as a technical resource and share knowledge with others.
• Resolve technical issues for customers: identify the causes, support the client remotely, find and carry out solutions.
• Confront new technical issues every single day and be the contact person to solve them.
• Use your solid customer service skills. We always put our partners’ happiness first.
• Carry out all other related tasks per the job’s evolution and departmental needs.

Qualifications

• Highschool diploma, with a strong interest in IT.
• College diploma in computer science (an asset).
• Experience in customer service.
• Excellent English skills, both spoken and written are essential; French is a strong asset.
• Basic knowledge of Windows applications.
• Ability to vulgarize technical concepts.
• Fast-learning skills.

Benefits

Sherweb is, above all, an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day.

A fast‑paced work environment that adapts to you

• A friendly and diverse work culture with inclusion and equality at the heart of our actions.
• State‑of‑the‑art technology and tools.
• A results‑oriented culture where talent, action, and thinking outside the box are given due recognition.
• Annual salary review based on performance.
• Generous and caring colleagues of various professional and cultural backgrounds.

A Flexible Total Compensation Offer

• Vacation time that considers your previous experience.
• Advanced paid hours to recharge your batteries (holidays and mobile days).
• Flexible benefits plan that adapts to your needs.
• Flexible savings fund options.
• A monthly home internet allowance.

Considerable growth opportunities

• A career path with opportunities to learn and grow.
• Proximity to your direct manager and open, honest communication to support your development.
• Multiple initial and on‑the‑job training opportunities and tools to track your progress and help you scale up in your career.

Last but not least: “Sherweblife” - a rich calendar of activities that allow us to gather virtually and face‑to‑face throughout the year.

Reasons for the requirement of English: Sherweb has international customers and fluency in English is the only way to ensure proper service delivery to them. The main tasks related to this position require written and oral communication with an English‑speaking clientele at all times.