Défenseur du soutien à la clientèle - Support technique / Customer Support Advocate - Tech Support

Alorica • Montreal, QC

1d • CA$20 • Onsite

About The Position

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do. You're a natural problem-solver who's good with people. You know how to listen to what someone's really asking for (not just what they're saying), and you can explain solutions in a way that makes sense. You stay calm under pressure, your detail-oriented enough to keep information accurate, and you genuinely care about leaving customers better off than when they reach out. If that sounds like you, this role is a great fit.

Requirements

• High school diploma or GED
• Minimum of 2 years in relevant customer service work experience required
• Exceptional Customer Service and Communication skills
• Strong problem solving and decision-making abilities
• Highly organized and detail-oriented
• Adaptable team player with Technical Proficiency
• Negotiation and multi-tasking expertise

Nice To Haves

• Previous call center experience preferred
• Must not be on any corrective action or performance plans
• Must have held your current position for 6 months
• Must have relevant industry/program experience

Responsibilities

• Listen actively to understand the root of the issue and provide clear, effective solutions
• Record detailed call information for auditing, reporting, and follow-up purposes
• Respond to customer calls and survey feedback about product issues, warranties and retailers
• Troubleshoot and resolve technical problems using guides and manuals
• Reproduce and diagnose customer-related issues
• Make decisions to resolve cases, including goodwill adjustments
• Stay up to date on products and services
• Make outbound calls to set follow-up expectations
• Work with retailers, field staff, and other teams to solve customer issues
• Follow support procedures and escalate when needed
• Handle other duties as assigned

Benefits

• Paid time off
• Leadership development programs designed to support career growth and advancement
• Professional and personal development through open-access courses via Alorica Academy
• Paid training
• Employee discounts on groceries, travel, insurance, phone plans, health & wellness, pet supplies, and more
• Employee assistance program for personal and professional support
• Additional voluntary benefits to meet your individual needs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED