Représentant Expérience Client | Customer Success Representative

Valsoft Corporation•Montreal, QC

7d•Onsite

About The Position

The Customer Success Representative plays a key role in ensuring client satisfaction and retention across the company's customer base. Acting as the primary point of contact for clients, this role is responsible for handling inquiries, resolving issues, and providing hands-on support for both the hardware and software aspects of the company's products. The Customer Success Representative also actively participates in new client onboarding, user training, and ongoing relationship management. This role requires a balance of technical aptitude, strong communication skills, and a client-first mindset.

Requirements

Diploma in IT support or equivalent (vocational, college, or other).
Two (2) years of customer service experience in a call center or application support role.
Experience in client-facing roles, including user training.
Excellent communication and interpersonal skills, both verbal and written.
Strong analytical and problem-solving skills, with strong attention to detail.
Customer satisfaction-oriented, with the ability to manage high-intensity environments and customer urgency.
Dynamic, proactive, and highly organized with a strong sense of priority management.
Fully bilingual in French and English.
Knowledge of accounting principles and/or IT support in a Windows environment, or willingness to develop these skills.
Availability to travel to client sites as needed.

Nice To Haves

Experience in accounting.
Experience using AI tools for productivity and analysis.
Experience in the automotive aftermarket industry.
Experience in software onboarding or implementation projects.

Responsibilities

Provide assistance, information, and support to customers regarding the company’s products or services.
Answer inquiries, resolve issues, and ensure customer satisfaction through effective communication and problem-solving.
Handle incoming calls, emails, or chat inquiries.
Maintain accurate records of customer interactions.
Refer unresolved customer requests to designated departments for further investigation (escalation).
Contact customers to respond to requests or to notify them of investigation results, solutions or any planned correction.
Perform periodic outbound calls to maintain client relationships and keep client information up to date in the CRM.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes and resolutions.
Perform support interventions remotely with clients, covering both the hardware and software aspects of the company’s products.
Provide training for customers on the company’s products.
Participate in new client onboarding process including needs assessment, software configuration, data manipulation and import, training and onboarding support.
Analyze and update client data as requested, via database scripts, file import/export (Excel/CSV), AI platforms or other tools as required.
Other related tasks.