Product Specialist - Technical Support

At Coveo, our Technical Support team is on a mission to transform every situation into an enriching experience, one interaction at a time, so that Coveo employees, partners and customers can strive towards their desired outcomes.

If this resonates with you, please read on.

The mission

Coveo Support is not your typical call center image that you might imagine when you think of support. We are not siloed into tiers (levels) of support.

We are a team of specialists with great knowledge of the Coveo Platform. The Product Specialist ’s mission is to work with Coveo customers on ensuring that they get the best experience using the platform :

• Answer product configuration questions
• Investigate issues and find the best possible solution
• Share best practices on how to use product features and components

To do so, you will get to know everything there is to know about our platform and use this knowledge to assist and guide customers, partners and colleagues.

Sounds interesting? This is what it looks like on a daily basis!

• You kick things off with a quick review of your open cases, actions to be taken and plan your day accordingly
• You have a scrum meeting with the team to go over support incidents and requests for which you need a fresh pair of eyes
• Back at your computer, a new case is assigned to you. You reach out to the customer to ensure you have all the necessary information to investigate.

You interact with a colleague from R&D and learn more about more technical parts of the platform. This allows you to solve the customer’s issue! You update the case with the detailed solution.

• Take the time to do some proactive support by creating knowledge articles and sharing your findings for colleagues and customers to reuse when faced with similar situations (familiar with KCS? If not, you will be).
• Then, it’s time to take your allocated time for professional development, either from training or department improvement projects involvement.
• Finally, you take one last look at your cases to ensure nothing is unattended before your day is over.

Here is what we’re going to look at in your profile :

Although previous experience is a plus, a natural thirst for knowledge combined with a demonstrable self-learning history can make a difference.

Here is what will matter :

• You are a true believer in delivering enriching experiences
• You are passionate about technology and web development
• You have knowledge of Python, JS, CSS and HTML
• You speak and write a flawless English as you will work almost exclusively with customers speaking only English. A second language is a plus!
• You are organized
• Finally, you strive working in a fast paced environment, believe in teamwork and collaboration and are great at solving a puzzle

Do you hit all the marks? You might be the one!

Simply put, the ideal candidate is a smart, tech-oriented, motivated and autodidact individual. Our interviewing process allows us to look beyond technical background and identify raw talent.

We pride ourselves on our ability to provide you with learning opportunities which will allow you to truly exploit that talent and exceed your potential in our midst.