Agent de support technique / Technical Support Agent
About The Position
At ProgressionLIVE, a company that is part of the Valsoft family, we develop a web and mobile application that helps businesses plan, manage, and track their field operations in real time. We specialize in the HVAC, plumbing, and electrical industries. Our solution is growing rapidly and will soon expand into the construction sector. Our platform is used by hundreds of organizations across Canada and supports a wide range of industries, including construction, transportation, maintenance, and services. With ProgressionLIVE, our customers optimize their operations, reduce errors and paperwork, and increase team productivity. The result is a smoother, more efficient, and more enjoyable experience for both customers and employees. A Technical Support Agent at ProgressionLIVE is a trusted point of contact who communicates frequently with our customers. Customer relationships are largely built through our technical support team. You stay closely connected to customer needs and make a real difference in the day-to-day experience of all our subscribers.
Requirements
- A college diploma or other related education
- Bilingualism to effectively support customers in multiple regions
- B2B customer service experience
- Strong comfort with technology
Nice To Haves
- SaaS software
- Ticketing systems or CRM tools
Responsibilities
- Respond to customer requests with courtesy, empathy, and professionalism
- Guide customers in the use of our software
- Actively listen to customer needs
- Resolve issues efficiently
- Explain solutions in a clear, simple, and reassuring manner
- Ensure thorough follow-up on requests
- Document interactions and solutions
- Escalate more complex technical issues when appropriate
- Collaborate with internal teams to improve the customer experience
Benefits
- 4-day workweek
- Flexible schedule & remote work
- Competitive salary + annual review
- Group insurance after 3 months (50% paid by the company, family option available)
- Employee Assistance Program (EAP)
- Corporate telemedicine program
- Group RRSP (DPSP) with employer contribution after 6 months
- 3 weeks of vacation in the first year (available after 3 months)
- Regular social and sports activities
- Annual training budget
- $350 annual personal budget (sports equipment or remote work equipment)
- Coffee, snacks, and good vibes guaranteed at the office
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
