Technical Support specialists handle front-line communication with clients by email, chat and phone. They keep clients happy by helping them troubleshoot issues, resolving any problems or frustrations they may have, and suggesting solutions, services or products that may fit their needs.
L1 Technical Support Specialist should be effective communicators, have a very solid understanding of our products, services, and systems, and have the necessary soft skills to defuse situations with clients before they become problems.
You will make a difference by
- Respond to live calls, chats and L1 support tickets in English & French, carefully documenting each intervention and ensuring client satisfaction
- Assist L2 and L3 agents with migration, translation, and other issues requiring communication with the client
- Help identify and report generalized issues (NOCs), as reported by clients
- Participate in the provisioning of services requiring manual activation steps (such as SSLs and IPs)
- Identify Sales opportunities (Leads) and log them for follow-up
- Assist new clients with onboarding, advising them on the right product according to their business and technical needs (web hosting & Domains)
Who you are:
- You are an effective communicator
- You are someone with a very solid understanding of our technologies, products, services, and systems
- You are commended for your soft skills because you are able to defuse situations with clients before they become problems.
Qualifications:
- Excellent communicator, both spoken and in writing
- Problem solver
- Good typing speed: 40+ Words per Minute (WPM)
- Bilingual: English & French
- Computer-savvy
- Experience in a call center or in a related technical field (such as hosting) is highly preferred
What we offer:
- A modern Work From Anywhere approach to working remotely AND a wonderful office in Montreal, should you choose to work from there!
- Group Insurance
- Highly collaborative work environment with a proactive leadership team
Inclusion and diversity are at the core of what we stand for at WHC. We strongly believe everyone has the right to be their authentic self in the workplace and therefore should feel comfortable doing so. That’s why we celebrate our differences in race, colour, ethnicity, national origin, age, disability, gender identity or expression, sexual orientation, and religion. We've witnessed firsthand how a diverse workforce fosters unique perspectives, increased innovation, better problem-solving, engagement and an overall happier work environment.
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