Technical Support Agent

Job Description

So, what will your new role look like? 

We need you to round out our team for our product ShareGate to answer the needs of our growing clientele of IT managers and help them use our products to simplify their migration to Microsoft 365 and manage Microsoft tools like Teams and SharePoint.  You will :

• Actively listen with empathy customers and exercise analytical thinking.
• Gain an in-depth understanding of our users’ technical support needs and their context.
• Communicate effectively in English, over the phone and in writing. French is a strong asset.
• You will thus be able to provide the best possible support for our ShareGate products whenever technical issues arise.

Once you’ve gained an in-depth understanding of the Microsoft environment and ShareGate products, you will be capable of meeting users’ technical demands.

Drawing on your customer experience knowledge and your team, you will support the Product team by providing ideas and potential solutions to help improve ShareGate products.

What will your future team look like?  

You will be joining a team of 18 people who are motivated to ensure our clients get the results they need. They are focused on understanding the project and our customers’ objectives to help them use our products while providing an experience in line with our values and commitments. And you will have room to grow in your role and become a resource person within the company for your knowledge of the products and customer cases.

What are the upcoming challenges for your team?

The opportunity to become an expert (Subject Matter Expert/SME) of different parts of the Microsoft environment as well as any topics related to ShareGate. You will have the opportunity to develop and practice your skills and become an expert in customer experience, a strong added value in the current era of CX Management. Also, you can expect to be part of an evolving team and to have room to grow in your role to become a key person within the company.

Qualifications

• Show empathy / Be customer-focused and passionate, ready to provide exceptional customer service that goes beyond our tools;
• Have experience in technical support with software (experience in customer service is an asset);
• Have an analytical mind;
• Have strong investigation skills;
• Be comfortable with new technology;
• Have strong communication skills in English, both oral and written;
• Enjoy working in a continuously evolving environment.

Assets 

• Experience with the Microsoft 365 environment (particularly SharePoint and Teams);
• Have CompTIA A+ certification; 
• Familiarity with Zendesk.

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