Customer Experience Agent

Location

101 boul. Roland-Therrien, Longueuil (5 min from metro)

Salary

According to experience and training

Start date

As soon as possible

Status

Full-time contract

Status

Full-time contract

Strategic role

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As a Customer Experience Agent, you will play a key role in supporting clients and providing an outstanding service experience. You will be responsible for diagnosing and resolving issues reported by clients, as well as supporting installers during solution deployments. You will also contribute to the continuous improvement of our products by collaborating with technical and development teams.

Duties responsibilities

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• Support clients and provide personalized service, ensuring assistance that meets the highest quality standards.
• Diagnose client requests through a structured process of analysis and problem resolution.
• Provide technical support to installers during the deployment of Astus solutions, conducting tests, configurations, and ensuring proper product functionality.
• Participate in quality assurance testing by performing trials and validations on hardware and software products.
• Clearly and thoroughly document any anomalies and issues to assist the development team in analyzing and resolving incidents.
• Handle technical support calls from clients and guide them in using Astus tools and solutions.
• Provide Level 1 and 2 technical support by helping clients and installers resolve encountered issues.
• Ensure on-call technical coverage on a rotating schedule to maintain continuous support services.

Qualifications requirements

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• Experience in customer service or technical support, ideally in a tech or software solutions environment.
• Strong diagnostic and problem-solving abilities for technical issues.
• Excellent verbal and written communication skills, with a client-centered approach.
• Good understanding of software and hardware environments, ideally related to telematics or fleet management solutions.
• Ability to work collaboratively with development and engineering teams.
• Autonomy, thoroughness, and organizational skills to manage multiple requests simultaneously.
• Flexibility to provide on-call support based on service needs.
• Experience with telematics or fleet management solutions. (Asset)
• Knowledge of embedded systems diagnostics or IoT connectivity. (Asset)
• Familiarity with ticket management tools and technical documentation. (Asset)

What we offer you

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Our Commitments:

• Work-life balance is a priority;
• You’ll benefit from career and professional development planning;
• You can split your work time between our Longueuil office and your home;
• You’ll enjoy a friendly work environment with activities organized by our committee;
• You’ll appreciate transparent leadership and strong cooperation between employees and across branches.
• Salary based on experience and training
• Group insurance plan
• Several personal days off
• Employee and Family Assistance Program (EFAP)
• Modern and welcoming work environment
• Training and personal development

I want to join the team

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