Customer Support Representative helping iClosed users resolve SaaS issues via chat, email, and video. Troubleshooting integrations and improving customer support processes.
About the role
- Customer Support Specialist supporting CM-Labs’ advanced simulation software and hardware. Troubleshooting customer issues, managing tickets, and escalating complex technical problems.
Responsibilities
- Provide customer support for troubleshooting, application installations, configuration, and training
- Resolve first-level issues related to license renewals, software updates, and hardware troubleshooting
- Manage incidents and requests through ticketing systems
- Provide customers with regular updates and resolution status
- Document recurring problems in the knowledge base
- Follow and participate in customer support processes
- Escalate complex issues to Level 2 teams
- Ensure prompt internal follow-up for swift customer responses
- Serve as the primary point of contact for inbound support requests through web, email, and phone
Requirements
- A degree in Computer Science with a solid understanding of Windows software
- Minimum 5 years of experience in technical software support or a customer-facing role
- Proficient in both English and French, written and spoken
- Customer service-oriented mindset with great logical and analytical skills
- Background experience in IT helpdesk operations
- In-depth knowledge of Windows operating systems, including Windows 10 and 11
- Proficiency in networking concepts, including ping, IP addresses, and network troubleshooting
- Familiarity with remote connection tools such as TeamViewer and VNC
- Basic command interface knowledge in Linux
Benefits
- Medical, dental, and vision insurance plans for employees and family
- Travel and life insurance
- Retirement savings plans and RRSP matching
- Paid vacation, holidays, and personal time
- Bonus week off during holidays
- Summer Friday afternoons off in July and August, workload permitting
- Opportunities to contribute to causes employees care about
- Support for employee growth and celebration of achievements
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