Overview

Artika for Living Customer Support Agent Contract in Montréal, QC

Artika for Living

Branch Montréal QC CA

Position:
Customer Support Agent
Location:
Montréal, QC

Call center for a Software or Internet company). Internet Services (Modems/Router), LAN knowledge, Help Desk experience, Operating Systems;…

Reporting to the Key Account Manager, the Customer Support Agent will be the first line contact with Smartika clients and be responsible for providing unparalleled, efficient customer service.
The incumbent:

  • Review, prioritize and accomplish development tasks independently;
  • Implement mobile application solutions;
  • Deliver service and support to end-users using call distribution phone software, texting software, via remote Smartika application connection or over the Internet;
  • Interact with customers to provide and process information in response to inquiries, concerns, sales and requests about Smartika application, Smartika products, Artika products or Care Services;
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
  • Diagnose and resolve hardware/software issues involving internet connectivity, Wi-Fi router connectivity and Smartika hardware issues or Smartika application configurations;
  • Research required information using available resources and redirecting problems to appropriate resource;
  • Follow standard processes and procedures. Improve client references by writing and maintaining documentation;
  • Identify and escalate priority issues per Client specifications;
  • Accommodate client disabilities by recommending devices and techniques or by providing remote assistance in Smartika application configurations;
  • Accurately process and record call transactions using designated tracking software;
  • Offer alternative solutions when appropriate with the objective of retaining customers’ and retailers’ business;
  • Follow up and make scheduled emails or call backs to retailers or customers;
  • Promote the wide range of Artika and Smartika products offered;
  • Support sales in order to provide seamless and continuous customer service;
  • Stay current with Smartika system information, changes and updates;
  • All other related tasks.

Education:

  • A minimum of High School Diploma completed

Experience:

  • A minimum of 2 years in a similar role
  • Prior customer service experience (e.g. call center for a Software or Internet company)

Skills, knowledge and competencies :

  • Bilingual (French and English), spoken and written;
  • Solution-oriented and customer service focussed;
  • Strong organizational skills and able to manage priorities effectively;
  • Internet Services (Modems/Router), LAN knowledge, Help Desk experience, Operating Systems;
  • Excellent computer knowledge of Office Suite (Microsoft Dynamics Navigation or CRM is an Asset);
  • Able to work under pressure and within a constantly changing environment;
  • Autonomous, resourceful, team player.
  • Experience in Android/Java developement (asset)
  • Experience in web development (HTML5/CSS/JavaScript) is a must;
  • Development of real applications offered in App Store and Play Store
  • Ability to work in a team
  • Automomous and detail-oriented
  • Good analytical skills
  • Ability to solve problems and find creative solutions
  • Quality software developement and implementation
  • Ability to estimate amount of work required and to deliver projects on time
  • Keep interest in mobile applications

Type d’emploi : Déterminée

Salaire : 18,00 $ /heure

Formation(s) exigée(s) :

  • High school or equivalent

Expérience exigée:

  • Sales : 2 ans

or proceed with Standard Application Form.

Employment Type: Freelance
Location: Montreal, QC, CA
Posted on: 2016-09-21
Posted by: