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Software Support Specialist [#4893]
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Software Support Specialist [#4893]
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
Education
Tools
Alteo is looking for a Software Support Specialist for a permanent position based in Montreal.
*** Hybrid work: 2 days in the office/week ***
- 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
- 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
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.