Technical Customer Care Specialist

Sales Talent Agency; Montreal (administrative region); Hybrid; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Health coverage

401K matching

Profit-sharing

Luncheon vouchers

Weekly sports activities

Crèche allowance

Job summary

Sales Talent Agency is looking for a dynamic Customer Care & Product Support professional in Montreal. You will be a key point of contact for clients, ensuring a seamless experience on the platform. The role involves responding to inquiries, analyzing support requests, and leading a team as it grows. Candidates should have 2-5 years of technical support experience, fluency in both English and French, and strong organizational skills. The position offers a hybrid schedule and a comprehensive benefits package.

Qualifications

• 2-5 years of experience in technical customer support, particularly in a software or SaaS environment.
• Fluency in both English and French (written and verbal) is essential.
• Comfortable engaging with clients over the phone.

Responsibilities

• Respond to functional and technical inquiries from customers.
• Analyze and qualify inbound support requests.
• Ensure ticket resolution standards are met.
• Manage internal communications effectively.
• Support internal teams with product-related queries.

Skills

Technical customer support experience

Fluency in English and French

Exceptional communication skills

Organizational abilities

Detail-oriented problem solving

Adaptability to new tools

Job description

Join a high‑growth Legal Tech company dedicated to digitizing legal departments around the world. With a client base of over 2,000+ organizations across 64 countries, including publicly listed companies in major markets, our client is rapidly scaling toward a $1 billion+ valuation by 2026. As part of a collaborative and international team, you'll have the opportunity to make a meaningful impact while developing deep product knowledge and delivering exceptional client support.

We are looking for a dynamic and customer‑focused professional to join our Customer Care & Product Support team. In this role, you'll serve as a key point of contact for clients, helping them navigate our platform and ensuring their experience is seamless and efficient. You'll play a pivotal role in driving client satisfaction and operational excellence.

Key Responsibilities

• Respond to functional and technical inquiries from customers with clarity and accuracy.
• Analyze and qualify inbound support requests to provide timely, high‑quality solutions.
• Manage internal communications and ensure seamless coordination with cross‑functional teams.
• Ensure ticket resolution standards are met through regular follow‑ups and quality assurance.
• Use internal systems effectively to track, document, and escape support tickets.
• Support internal teams with product‑related queries and technical challenges.
• Build deep expertise in our software suite, business use cases, and security protocols.
• Engage in the escalation process where necessary, ensuring issues are resolved efficiently.
• Leadership opportunity to lead 1 team member and more as the team grows.
• Work environment: Hybrid schedule with three days per week in‑office at our Downtown Montreal office.

What We Offer

• Be part of a mission‑driven company with a global footprint and high growth trajectory.
• Comprehensive benefits package including health coverage, 401K matching, and profit‑sharing.
• Additional perks such as luncheon vouchers, weekly sports activities, and crèche allowance.

What You Bring

• 2‑5 years of experience in technical customer support, in a software or SaaS environment.
• Fluency in both English and French (written and verbal) is essential.
• Exceptional communication and interpersonal skills—comfortable engaging with clients over the phone.
• Strong organizational abilities and a detail‑oriented approach to problem‑solving.
• A natural customer advocate who is curious, resourceful, and adaptable to new tools and technologies.