Technical Support Agent

Description:

Progression, a Trois-Rivières-based company specializing in work order management software, is seeking a motivated and skilled Technical Support Agent to join its team. Our mobile and web solutions help businesses with field employees optimize their planning, tracking, and management processes. Known for our exceptional customer service, we assist businesses in improving their operational efficiency and service quality.

The selected candidate will be responsible for providing first-level technical support via phone, email, and chat for customers using our mobile and web applications.

Key Responsibilities:

✅ Respond to technical support requests via phone, email, and chat.
✅ Diagnose and resolve technical issues related to mobile and web applications.
✅ Provide quick and effective solutions to customers.
✅ Conduct follow-ups with clients to ensure issue resolution.
✅ Document problems and solutions in our ticket management system.
✅ Collaborate with the development and product management teams to resolve complex issues.
✅ Contribute to the creation of user guides and internal documentation.
✅ Prioritize customer satisfaction and contribute to team success.

Qualifications & Skills:

✅ 1 to 2 years of experience in technical support or customer service.
✅ Excellent written and verbal communication skills.
✅ Comfortable with IT technologies, including mobile (Android & iOS) and web systems.
✅ Strong problem-solving skills and ability to diagnose technical issues.
✅ Patient, resourceful, empathetic, and able to work under pressure.
✅ Knowledge of ticket management systems (a plus).
✅ Bilingual (French & English) (an asset).

Education:

🎓 Diploma in IT Support (an asset).

Why Join Us?

🚀 Dynamic and collaborative work environment
📈 Professional development opportunities
💰 Competitive benefits package
🕒 Flexible work schedule (4-day workweek)
🏦 Deferred Profit Sharing Plan (RPDB)
🩺 Comprehensive group insurance
🏡 Remote work, leisure, and training budget

Start Date: Immediately