Software Support Specialist [#4893]

Montreal, QC, Canada

Job Description

Alteo is looking for a Software Support Specialist for a permanent position based in Montreal.
*** Hybrid work: 2 days in the office/week ***
Responsibilities:

  • 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
Profile:
  • 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

Alteo recherche un Specialiste en support logiciel pour un emploi permanent base a Montreal.
*** Travail hybride : 2 jours au bureau / semaine ***
Responsabilites:
  • Repondre aux appels et courriels des utilisateurs (demandes techniques ou de formation logiciel)
  • Assurer une experience client irreprochable autant par ecrit qu'au niveau verbal au telephone, en francais et en anglais
  • Identifier, analyser et resoudre les difficultes des cliniques pour atteindre un haut niveau de satisfaction (ex : lenteur de systeme, problemes de mise a jour du logiciel, message d'erreur, integration d'equipements ophtalmiques, etc.)
  • Devenir un expert sur les differentes facettes de notre logiciel afin de pouvoir mettre a jour et creer de la documentation interne et externe pour l'utilisation de notre application
  • Implication dans des projets connexes pour contacts proactifs vers les cliniques afin d'assurer une utilisation optimale du logiciel
  • Gestion d'urgence en fonction des besoins des cliniques
Profil:
  • 5+ annees d'experience en soutien technique / service a la clientele en centre d'appels / formation
  • Bilinguisme OBLIGATOIRE: anglais/francais (parle et ecrit). 80% des clients sont en dehors du Quebec.
  • DEC et/ou certification en service a la clientele/support ou dans tout autre domaine connexe
  • Experience avec les applications Microsoft Office (Outlook, Word, Excel)
  • Experience avec logiciel de gestion de tickets et CRM (un atout)
  • Experience avec l'environnement Windows
  • Capacite de creation et mise a jour de documentation et videos internes et externes
  • Orientation client et capacite a s'adapter et a repondre aux differents types de clients
  • Excellentes aptitudes en resolution de problemes techniques
  • Demontrer des qualites de communications verbales et ecrites exemplaires
  • Capacite a travailler sous pression, en collaboration constante avec l'equipe et les autres departements, ainsi que de facon independante
  • Capacite de gerer plusieurs taches et projets simultanement ainsi que de prioriser et gerer efficacement son emploi du temps
  • Avoir de l'entregent, de la patience, etre oriente sur le service a la clientele
  • Faire preuve de courtoisie, autonomie, rigueur, polyvalence et organisation

Skills Required

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Job Detail

  • Job Id
    JD3346766
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Montreal, QC, Canada
  • Education
    Not mentioned