HYBRID - Québec City, Canada

Your Day with Equisoft:

• Handle inbound support tickets (emails and calls) from the customers (insurance and investment advisors) in a courteous, timely, and professional manner.

• Strive to achieve first support tickets resolution and maintain the quality of service provided by the department.

• Use listening skills to understand the needs and complaints of the customer before offering them the best possible solution.

• Transferring and escalating support tickets to the appropriate department.

• Participate in training and strive to increase and improve existing skills.

• Provide technical support and assistance to end-users in a timely and efficient manner.

• Contribute to the documentation of repeated processes and standard operating procedures (SOPs) to increase efficiency and consistency in resolving issues.

• Promote clean data quality and architecture through solution design (naming conventions, help text, validation rules etc.)