Customer Experience Representative

Title: Représentant Expérience Client (Technique) | Customer Suppport Rep (Technical)

Location: Montreal QC CA

Type: Full-time

Workplace: Fully remote

Job Description:

Description

This position combines customer service and level 2 technical support. The incumbent will act as a technical expert for clients, providing remote troubleshooting, system configuration, data integration, and application support in a Windows environment.

Main responsibilities

• To provide assistance, information and support to customers regarding the company's products or services.
• Responding to requests, resolving problems and ensuring customer satisfaction through effective communication and problem-solving skills.
• Manage incoming calls, emails and requests via chat.
• Maintain accurate records of interactions with clients.
• Forward unresolved requests to designated services for further investigation (escalation).
• Contacting customers to respond to their requests or inform them of survey results, solutions, or planned corrections.
• Make periodic outbound calls to maintain relationships with clients and keep their information up to date in the CRM.
• Gather and examine all relevant information in order to assess the validity of the complaints and determine the causes and possible solutions.
• Provide training to customers on the company's products.
• Provide remote support to clients, covering both hardware and software aspects of the company's products.
• Perform regular maintenance as well as the installation and configuration of new equipment.
• Participate in the onboarding process for new clients, including needs analysis, software configuration, data handling and import, as well as integration training and support.
• Analyze and update customer data according to requests, using database scripts, file import/export (Excel/CSV) or other tools as needed.
• Participate in the drafting of specifications for applications or software.
• Be available to work outside normal hours to monitor and resolve critical incidents according to a predetermined on-call schedule.
• Perform any other related tasks.

Skills / Requirements

• Excellent communication skills, empathy, and the ability to navigate customer service platforms are essential, as customer service representatives act as the organization's first line of support.
• Strong analytical and problem-solving skills.
• Great attention to detail.
• Customer satisfaction orientation while taking the business context into account.
• Dynamism and proactivity / initiative.
• Excellent organizational skills, sense of priorities and ability to adapt to change.
• Bilingualism in French and English, both spoken and written.
• Excellent interpersonal and communication skills, both internally and with clients.
• Knowledge of IT support in a Windows environment is required, including (but not limited to) printer management and configuration, software configuration, and user management.

Qualifications

• Diploma of Vocational Studies (DEP) in computer support or any other equivalent secondary or college diploma.
• Minimum of two (2) years of experience in customer service in a call center environment and in application support.
• Minimum of one (1) year of experience in IT support in a Windows environment.
• Experience in the automotive parts (aftermarket) industry is an asset.
• Basic programming knowledge is an asset.

A hybrid role combining customer service delivery with technical application and IT support, including system configuration, remote troubleshooting, hardware management, and client training, while maintaining high standards of customer responsiveness and satisfaction.

Main responsibilities

• Provide assistance, information, and support to customers regarding the company’s products or services.
• Answer inquiries, resolve issues, and ensure customer satisfaction through effective communication and problem-solving.
• Handle incoming calls, emails, or chat inquiries.
• Maintain accurate records of customer interactions.
• Refer unresolved customer requests to designated departments for further investigation (escalation).
• Contact customers to respond to requests or to notify them of investigation results, solutions or any planned correction.
• Perform periodic outbound calls to maintain client relationships and keep client information up to date in the CRM.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes and resolutions.
• Provide training to customers on the company’s products.
• Perform support interventions remotely with clients, covering both the hardware and software aspects of the company’s products.
• Perform regular maintenance and installation/configuration of new equipment.
• Participate in new client onboarding process including needs assessment, software configuration, data manipulation and import, training and onboarding support.
• Analyze and update client data as requested, via database scripts, file import/export (Excel/CSV) or other tools as required.
• Participate in writing specifications for applications or software.
• Be available to work outside of standard hours to monitor and resolve critical incidents during pre-determined on call schedules.
• Other related tasks.

Skills / Requirements

• Strong communication skills, empathy, and the ability to navigate customer service platforms are essential for success in this role, as Customer Service Representatives serve as the frontline of support for the organization.
• Strong analytical and problem-solving skills.
• Strong attention to detail.
• Focus on customer satisfaction, while keeping business context in perspective.
• Dynamic and proactive/demonstrates initiative.
• Excellent organizational skills, including a good sense of priority management and can easily adapt to change.
• Fluently bilingual in English and French, both spoken and written.
• Excellent interpersonal and communication skills, internally and with clients, are required.
• IT Support knowledge in a Windows environment mandatory.  This can include anything from, but not limited to, printer management and configuration, software configuration, and user management.

Qualifications:

• Professional education diploma in IT support or any other equivalent high school degree or college degree.
• Two (2) years of customer service experience in a call center and application support role.
• One (1) year of IT support experience in a Windows environment
• Experience in the automotive aftermarket industry, an asset.
• Basic programming knowledge an asset.

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