Software Support Agent

ABOUT THE JOB
Our client, a Canada-wide company in the optometry sector, is looking for a Software Support Agent.
YOUR RESPONSIBILITIES

• 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

OUR OFFER

• 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

OUR REQUIREMENTS

• 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

CONTACT
Antoine Bourseau
514-688-2007
DD1