Technicien en soutien informatique pour TEHORA, firme québécoise de services techniques et de gestion de projets. Assurer le soutien Microsoft 365, Windows, VPN et comptes utilisateurs au Québec.
About the role
- Product Support Analyst assisting Bullhorn customers with technical challenges and providing exceptional support. Responsible for troubleshooting and ensuring customer satisfaction through effective communication and problem resolution.
Responsibilities
- Answering incoming Bullhorn customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues
- Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business
- Using your software product knowledge (along with empathy for our customers) to help fix important issues quickly while also helping prevent recurring issues in the future
- Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise
- If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths
- Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it
- Share your knowledge gained from troubleshooting issues by contributing to the global Bullhorn knowledge management system through flagging, editing, creating, and reusing articles
- Adhering to key customer and team-focused metrics to maintain high standards in performance
Requirements
- You love interacting with people and have a proven track record of delivering incredible customer experiences through client/customer-facing interaction
- You are a quick learner who can confidently articulate software-related and technical concepts
- You can demonstrate deep caring and critical thinking around problem resolution
- You have 1-3 years’ experience in technical troubleshooting in a B2C or B2B environment (Bonus Points)
- You have 1+ year of experience in delivering software support (Bonus Points)
- You have 1+ year of recent hands-on experience with relational databases (SQL Server), NOT A MANDATORY REQUIREMENT FOR THIS ROLE
Benefits
- Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
- Unlimited Planned Paid Time Off
- Global Mental Health Support
- On-Demand Learning & Development
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Company-wide mentor program
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