Customer Support Specialist

The Customer Support Specialist plays a central role in the user experience by providing attentive and responsive support. Their mission is to manage support requests, analyze and resolve client issues, and maintain clear communication between customers and internal teams. In addition to delivering fast and effective solutions, they highlight user feedback and turn interactions into opportunities to strengthen trust and satisfaction.

Respond to client requests: Answer customer questions via email, phone, chat, or ticketing system promptly and professionally.

Software assistance: Help clients understand and make the most of features, explaining steps clearly and providing demonstrations or training when needed.

Problem diagnosis and resolution: Identify, analyze, and resolve technical or functional issues, while documenting provided solutions.

Incident escalation: When an issue exceeds their scope, escalate to internal teams (development, product, QA) while maintaining communication with the client.

Ticket documentation and tracking: Ensure rigorous follow-up on open cases and contribute to knowledge base resources (FAQs, guides, tutorials).

Collect client feedback: Gather, summarize, and share client comments, suggestions, or difficulties to fuel product and process improvements.

Cross-team collaboration: Act as a bridge between clients and internal teams, ensuring customer needs are heard and considered.

The Ideal Profile

• Clear communication: Ability to explain technical concepts simply and adapt language to the audience.
• Client orientation: Strong sense of service, patience, and empathy to understand and meet client needs.
• Technical skills: Solid understanding of software environments, troubleshooting ability, and comfort with support tools such as Zendesk.
• Organization and accuracy: Ability to manage multiple cases simultaneously with precise, structured follow-up.
• Team spirit: Capacity to collaborate across internal teams and act as a reliable link between the client and the organization.
• Quick learner: Ability to quickly grasp new features and adapt to software changes.
• Bilingualism: Fluency in French and English, both written and spoken, to serve a diverse client base.
• Please note that fluency in both French and English is required, as our team is international and we serve clients of varied nationalities.

• Degree in computer science, customer service, or related field, or equivalent experience.
• 2–5 years of experience in software support or technical customer service (or similar role).
• Experience with SaaS / ERP / CRM software or tech products is an asset.
• Experience with ticket management, support tools, documentation, etc.

*Any combination of education and experience will be considered.