Company Site
Customer Support Specialist
CM Labs
Montréal, CAN
Full-time
Mid · 5+ years experience
Onsite
Discovered 1 weeks ago
linux
Key Skills for This Role
linux
Full Job Posting
Roles and Responsibilities
- Provide exceptional customer support for troubleshooting, application installations, configuration, and training.
- Resolving first-level issues related to license renewals, software updates, and hardware troubleshooting.
- Managing incidents and requests efficiently through the ticketing systems.
- Offering regular updates and resolution status to customers in a clear and timely manner.
- Documenting recurring problems in the knowledge base to enhance team efficiency.
- Adhering to and actively participating in customer support processes.
- Escalating complex issues to Level 2 teams and ensuring prompt follow-up internally for a swift customer response.
Requirements
- A degree in Computer Science with a solid understanding of Windows software.
- Minimum 5 years of experience in technical software support or a customer-facing role.
- Strong passion for tackling technical challenges while maintaining close customer interaction.
- Proficient in both English and French, written and spoken, to effectively communicate and engage with customers.
- Customer service-oriented mindset with great logical and analytical skills.
- Background experience in IT helpdesk operations.
- In-depth knowledge of Windows operating systems, including Windows 10 and 11.
- Proficiency in networking concepts, including ping, IP addresses, and network troubleshooting.
- Familiarity with remote connection tools such as TeamViewer and VNC.
- Basic command interface knowledge in Linux.
- Equal Opportunity Employer
- We welcome and embrace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, age, or disability.
- Discover Our Comprehensive Benefits Package
- Healthcare Coverage: Access medical, dental, and vision insurance plans for you and your family.
- Comprehensive Insurance: Enjoy peace of mind with inclusive coverage, including travel and life insurance.
- Retirement Planning: Secure your future with retirement savings plans and RRSP matching.
- Summer Fridays: Afternoons off on Fridays in July and August, workload permitting.
- At CM-Labs, we prioritize our employees’ happiness and success, and our benefits package reflects that commitment. Join us and be a part of a team that values you, supports your growth, and celebrates your achievements while providing ample opportunities to contribute to causes you care about and celebrate significant milestones in your personal life.
- This position requires full bilingual proficiency in French and English, as the majority of our customers are English-speaking.
Preferred Qualifications
- Paid Time Off: Generous policy includes vacation, holidays, personal time, and a bonus week off during holidays.
About CM Labs
Software & SaaS152 employeesFounded 2001
Canadian simulation-software company providing heavy-equipment training systems for construction, utilities, ports, and other industrial operators.
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