Technical Advisor II

Location: Sherbrooke office Here's what we do and why we do it We simplify business IT with cloud technology so clients can focus on what matters—making people’s lives better. Learn more : www.sherweb.com/about/. Here's how you will contribute to the success of the company * Assist and provide technical support by phone, email or chat. * Analyze and resolve technical issues related to our products and services. * Lead customers through service configurations. * Provide a very high customer service level. * Deliver and follow up on problem resolutions and customer satisfaction. * Proactively and comprehensively document customer issues in ticketing systems. * Collaborate as a technical resource and share knowledge with others. * Resolve technical issues for customers: identify the causes, support the client remotely, find and carry out solutions. * Confront new technical issues every single day and be the contact person to solve them. * Use your solid customer service skills. We always put our partners' happiness first. * Carry out all other related tasks per the job’s evolution and departmental needs. Here's what you need to have and master to get the job * Highschool diploma, with a strong interest in IT; * College diploma in computer science (an asset); * Experience in customer service; * Bilingual: French and English (spoken and written) essential * Basic knowledge of Windows applications; * Ability to vulgarize technical concepts; * Fast-learning skills. Benefits of working at Sherweb Sherweb is, above all, an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day. A fast-paced work environment that adapts to you * A friendly and diverse work culture with inclusion and equality at the heart of our actions * State-of-the art technology and tools * A results-oriented culture where talent, action, and thinking outside the box are given due recognition * Annual salary review based on performance * Generous and caring colleagues of various professional and cultural backgrounds A flexible total compensation offer * Base salary between $ 37,000 and $52,900 per year * Vacation time that considers your previous experience * Advanced paid hours to recharge your batteries (holidays and mobile days) * Flexible benefits plan that adapts to your needs * Flexible savings fund options * A monthly home internet allowance Considerable growth opportunities * A career path with opportunities to learn and grow * Proximity to your direct manager and open, honest communication to support your development * Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career Last but not least: “Sherweblife” - a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year Reasons for the requirement of English: Sherweb has international customers and fluency in English is the only way to ensure proper service delivery to them. The main tasks related to this position require written and oral communication with an English-speaking clientele at all times. #LI-S

Provide technical support via phone, email, and chat to resolve product and service issues for clients. Lead customers through service configurations and document all interactions within ticketing systems.

Requires a high school diploma with a strong interest in IT and fluency in both English and French. Experience in customer service and basic knowledge of Windows applications are essential.

• Annual Salary Review • Vacation Time • Paid Holidays • Mobile Days • Flexible Benefits Plan • Flexible Savings Fund Options • Monthly Home Internet Allowance • Career Development Opportunities • On-the-job Training

• Customer servicePreferred
• Bilingual communicationPreferred

Identified from the job description. Confirm important requirements above.

• Technical Support
• Customer Service
• Troubleshooting
• Service Configuration
• Ticketing Systems
• Remote Support
• Bilingual Communication
• Windows Applications
• Technical Documentation
• Knowledge Sharing

• Customer Service & Support
• Technology
• Software

Minimum education

High school

Minimum experience

0+ years

Posting language

English

Working hours

40 hours per week