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CUSTOMER SUPPORT REPRESENTATIVE
Job Responsibility
As a member of the N(i)² Technical Support team you will be working in a dynamic environment serving as the central point of contact for our customers / partners and internal teams for the purpose of ensuring optimum level of service and customer satisfaction. The Customer Support Representative will be responsible for the timely response to incoming incidents (emails, telephone calls, etc…) and logging incidents into an automated incident tracking system.
Key responsibilities:
- Provide product and services information
- Responding to customer emails and telephone calls in a timely fashion
- Secure necessary information (including software and hardware configurations) to identify nature of problem(s) in order to resolve or escalate to a higher level of authority and/or expertise
- Troubleshooting if possible N(i)² application software issues reported by customers
- Monitor incidents, problems and requests and participate in the escalation process
- Make product and upgrades available to customer or partner
- Coordinate process (including license agreement, license management)
- Maintain a positive, highly professional and proactive attitude towards customer inquiries to ensure quality standards and customer satisfaction is maintained
- Maintaining customer contact and call ticket information within an existing database
- Escalate Trouble Tickets to 2nd level as required by departmental guidelines
- Determine seriousness and /or potential impact of problems, relying on defined procedures, accessible tools and individual judgment in resolution or referral to higher levels of authority and/or expertise
Academic Background and Work Experience:
- University or college degree in an IT related field (Computer Science, Communications, and Business) or equivalent work experience
- Minimum of 2 years experience working in application support environment
Required technical skills:
- Knowledge of Windows Operating System
- Knowledge of Ms Office Suite (Word, Excel, Power Point)
- Knowledge of Help Desk tools is an asset
- Knowledge of ITIL Practices is an asset
Personal Characteristics:
- Bilingual (English and French); Spanish an asset.
- Strong organizational skills
- Strong communication skills, both written and verbal
- Diplomacy
- Proactive
- Performs well under pressure to meet the demands of our customers
- Service oriented and solution driven
- Team oriented, with the ability to work independently
- Ability to multi-task
- Analytical and problem solving skills
- Flexible shift schedule
Terms of Employment:
Full-time, permanent position, based in Montreal. Available immediately.
Please send your resume to careers@ni2.com
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