Software Support Agent


Our client, a Canada-wide company in the optometry sector, is looking for a Software Support Agent.

  • Answer telephone calls from users (software and technical)
  • Ensure impeccable customer experience
  • Identify, analyze and resolve customer difficulties to achieve satisfaction (software and technical, ex: system lag, printing problems, error messages related to ophthalmic equipment, etc.)
  • Maintain strong customer relationships by responding to questions and concerns in a timely and professional manner
  • Become an expert in the various facets of our software in order to guide our users in the use of our application
  • Participate in the evolution of our processes by creating documents and improving existing ones


  • Employee and Family Assistance Program (EFAP)
  • Telemedicine service
  • Reimbursement program for eye exams including the purchase of glasses and contact lenses
  • Group insurance
  • Hybrid position (telework + office)
  • Parking available
  • Friendly work environment


  • 1 to 3 years experience in customer service
  • Experience in a call centre
  • Perfectly bilingual: English and French
  • Knowledge of Microsoft Office tools
  • Computer literate
  • Customer oriented and ability to adapt and respond to different types of customers
  • Ability to work under pressure, autonomously and in collaboration with a team
  • Ability to multi-task, prioritize and manage time effectively
  • Excellent technical problem solving skills
  • Good verbal and written communication skills and ability to communicate concepts to users and other team members
  • Experience in the optical industry – an asset

Antoine Bourseau

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