Responsibilities
- Act as the first point of contact for our customers, swiftly responding to technical support tickets, live chats, and other engagements with a helpful and positive attitude.
- Speak directly with customers to dig into the details and accurately diagnose the root cause of hardware, software, or complex networking issues.
- Empower customers by providing clear, effective resolution options tailored to their specific technical needs.
- Provide expert assistance while customers install new hardware systems, roll out software upgrades, or set up networking communications.
- Deliver hands-on technical and operational training to ensure customers get the absolute most out of our products.
- Meticulously document issues and resolutions, and actively create or edit knowledge base articles to keep our internal library fresh, reliable and up to date.
- Seamlessly collaborate with our engineering teams to escalate, investigate, and resolve highly complex technical cases.
- Continuously look for ways to tweak and improve both internal workflows and the external customer support experience.
- Manage RMA and warranty parts order submissions, diligently tracking them through to successful fulfillment.
- Efficiently route specialized tickets to the appropriate Subject Matter Experts (SMEs) and ensure lightning-fast response times for our users.
- Interface seamlessly with Engineering, Hardware, and Product Management to report bugs, resolve incidents, manage upgrade rollout schedules, intake feature requests, and fiercely advocate for the customer in cross-functional meetings.
Requirements
- You bring a proven track record from prior experience in tech support, desktop support, or a closely related frontline IT role.
- You possess phenomenal problem-solving skills and genuinely enjoy the satisfaction of untangling tricky technical knots.
Nice to Have
- You easily absorb complex technical concepts regarding our products and perfectly align them with our customers' unique requirements.
- You have a genuine passion for understanding people and the empathy required to truly deliver exactly what they need when things go wrong.
- You are assertive, a natural problem solver, and a proactive builder who elevates the people and processes around you.
- You bring a powerhouse combination of creative, strategic, analytical, organizational, and relationship-building skills to the table.
- Your oral and written communication skills are crisp, clear, highly professional, and easy for non-technical folks to understand.
Benefits
- Comprehensive health benefits, 24/7 virtual healthcare access, and dedicated wellness programs.
- RRSP/401K Matching Plan and share in the company's success through our Variable Incentive Plan.
- Unique Mio-Days and flexible vacation policy.
- Flexible work options, an internet subsidy, a remote work allowance, and enhanced leave for new parents.
Additional Information
- You are able to conversationally speak both French and English, to support customers in both languages.
