Job Description

:

Agent de support / Support Agent


English job description follows

Description de l'emploi :


Vous avez une experience en support client, vous avez travaille dans le domaine digital et vous souhaitez evoluer et developper de nouvelles competences? Ce poste est pour vous !


Le programme d'avions commerciaux A220 recherche un(e) Agent de support client pour rejoindre notre equipe Deploy and Support Digital Solutions basee a Mirabel (Quebec, Canada), ou vous ferez partie d'un vaste reseau mondial de gestion de service client.


Vous ferez partie de l'equipe Deploy and support digital Solutions qui assure la qualite des deploiements digitaux pour nos clients et supporte les clients sur l'utilisation de nos produits et services.


L'organisation de l'equipe est etablie de maniere a promouvoir la collaboration transversale de maniere autonome, en se soutenant mutuellement et en apprenant collectivement.


Votre role en tant qu'Agent de support sera de fournir un support de niveau 2 sur les produits et services digitaux A220, rediger et mettre a jour les guides utilisateurs, gerer et executer les tests des applications, assurer la bonne communication aux clients et diriger le deploiement des solutions.


Votre environnement de travail :


Le siege du programme d'avions commerciaux A220 est situe a Mirabel, dans la region metropolitaine de Montreal, a proximite de la ville dynamique de Montreal. Reputee pour son environnement paisible et sur, la region offre une grande qualite de vie aux jeunes professionnels ou aux professionnels experimentes, ainsi qu'aux familles, en equilibrant parfaitement les opportunites de carriere et les activites de plein air, ce qui en fait un endroit vraiment special ou il fait bon vivre.


Parce que nous prenons soin de vous :


Avantages financiers: Salaire attractif, bonus annuel, regime d'assurances collectives, regime de retraite et regime d'achat d'actions. Equilibre vie privee / professionnelle: Une politique de travail hybride (selon les besoins operationnels), une cafeteria sur site, une politique de conges tres concurrentielle. Bien-etre / sante: Programme d'Aide aux Employe.e.s (PAE), programme de rabais, service medical sur site, acces a un service de navette publique entre Laval (station de metro Montmorency) et Mirabel et application de covoiturage. Developpement individuel: des opportunites d'evolution et des possibilites de formations nombreuses (catalogue de plus de 10.000 e-formations disponibles en libre acces pour developper votre employabilite, certifications, programmes de developpement accelere, mobilite nationale et internationale).
Chez Airbus, nous vous aidons a travailler, a vous connecter et a collaborer plus facilement et de maniere plus flexible. Partout ou cela est possible, nous favorisons la flexibilite dans nos modes de travail afin de stimuler l'esprit d'innovation.


Vos defis:


Dans votre role, vous devrez:


Fournir un premier et deuxieme niveau de support aux clients internes et externes; Supporter differentes applications et services utilises par nos clients (applications web, mobiles ou Windows). Etablir un premier diagnostic des problemes souleves en utilisant des arbres decisionnels et procedures; Tenir a jour le registre des demandes clients; Developper le contenu des formations ou guides d'utilisation; Assurer une communication claire aux clients; Gerer le deploiement des nouvelles solutions digitales; Assister les equipes de vente en demontrant les outils et solutions offertes; Aider a maintenir notre base de connaissances.
Votre profil:


Le candidat ideal possede,


Un diplome professionnel ou collegial en TI ou equivalent; Vous avez un minimum de cinq (5) annees d'experience en support digital client; D'excellentes habiletes de communicateur; Un bon niveau d'organisation et la capacite de structurer son travail; La capacite de travailler sous pression, avec un sentiment d'urgence; Un francais et anglais ecrit et parle impeccable.
Deplacements requis : <5% de deplacements nationaux et internationaux.


Ce travail necessite une prise de conscience liee a tous les risques potentiels de conformite et a un engagement a agir avec integrite, ces valeurs sont le fondement du succes, de la reputation et de la croissance durable de l'entreprise.


Vous ne semblez pas correspondre a 100%? Pas d'inquietude! Airbus vous accompagnera pour trouver le poste qui correspond le mieux a vos competences et aspirations.


Donnez une nouvelle dimension a votre carriere en soumettant votre candidature en ligne maintenant !


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Job description:


Do you have customer support experience, have you worked in the digital world and would you like to progress and develop new skills? Then this job is for you!


The A220 commercial aircraft Programme is looking for a Support Agent to join our Deploy and Support Digital Solutions team based in Mirabel (Quebec, Canada), where you will be part of a wide global customer service network.


You will be part of the Deploy and Support Digital Solutions team that is accountable for the quality of the digital solutions deployment for our customers and provides support for our products and services.


The team organization is established to promote cross-collaboration autonomously, supporting each other and learning collectively.


Your role as a Support Agent will be to provide a level 2 support for A220 digital solutions, develop and maintain user guides, manage and run user acceptance testing, ensure an optimal communication to customers and lead solution deployment.


Your working environment:


The A220 commercial aircraft Programme is headquartered in Mirabel, in the greater Montreal area, where the vibrant city of Montreal is just a stone's throw away. Known for its peaceful and safe environment, the region offers a high quality of life for younger or experienced professionals and families, perfectly balancing career opportunities and outdoor activities that makes it a truly special place to call home.


How we care for you:


Financial rewards: Attractive salary, annual bonus, group insurance plan, pension plan and share purchase plan. Work / Life Balance: A hybrid working policy (based on operational needs), on-site cafeterias and a highly competitive holiday policy. Wellbeing/Health: Employee Assistance Program (EAP), Discount Program, on-site Medical Service, access to a public shuttle service between Laval (Montmorency metro station) and Mirabel, and a carpooling application. Individual development: Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, accelerated development programmes, national and international mobility.
Your challenges:


In your role, you will:


Provide a first level of support to internal and external customers; Support various applications and services used by customers, such as online tools, tablet applications or Windows applications; Conduct basic troubleshooting using decision trees and procedures; Maintain and update record keeping system and user instructions; Develop training documents and provide training to customers; Ensure an optimal communication with customers; Manage the deployment of digital solutions; Assist the company sales team by providing demos of the tools; Help to develop the knowledge base;
Your boarding pass:


As our ideal candidate,


You have a professional or college degree in IT related field; You have a minimum of five (5) years of experience in digital customer support; You show excellent interpersonal and communication skills; You are an organized person and able to structure your work efficiently; You have a sense of urgency and able to work under tight deadlines and pressure; Proficiency in French and English spoken and written is a must
Travel Required: <5% Domestic and International.


This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.


Not a 100% match? No worries! Airbus supports your personal growth with customized development solutions.


Take your career to a new level and apply online now!



This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

Company:

Airbus Canada Limited Partnership

Contract Type:

Permanent

Experience Level:

Professional

Job Family:

Customer Eng.&Technical Support&Services
By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.


Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.


Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com .


At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.