| 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
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