Respond to first level customer support phone calls and emails to provide customer service and resolution.
Resolve support issues in a prompt and efficient manner while escalating to the sales team, the support manager, or technical team members, when necessary.
Produce clear, efficient, and timely written logs of calls and emails into a client-case tracking system to manage requests and issues.
Identify and document recurring customer issues to determine standardized working solutions, to build on a knowledgebase.
Maintain a working knowledge regarding company’s products and systems.
QA resolved cases that have been assigned to developers, web-developers, and designers.

Requirements

Minimum high school diploma
College diploma or University degree preferred
Strong analytical, problem solving, and troubleshooting skills
Ability to set priorities and meet deadlines as well as remain flexible
Experience with ticketing systems or helpdesk software (preferred)
Working knowledge of WordPress CMS Platform or other CMS platforms (preferred)
Strong understanding of Windows and MacOS operating systems and basic networking concepts (preferred)
Languages: English (required), French (an asset)

Benefits

Competitive salary
Competitive bonus plan
Paid time off
Participation in our benefits and life insurance programs
Continuous learning
An amazing culture

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ticketing systemshelpdesk softwareWordPress CMSWindows operating systemMacOS operating systemnetworking conceptsanalytical skillsproblem solvingtroubleshooting

Soft Skills

customer serviceflexibilityprioritizationmeeting deadlines

Certifications

high school diplomacollege diplomauniversity degree