Technical Advisor II
About The Position
Sherweb simplifies business IT with cloud technology, enabling clients to focus on their core mission of improving people's lives. As a Technical Advisor II, you will be a key contributor to the company's success by providing essential technical support to customers via phone, email, or chat. Your role involves analyzing and resolving technical issues related to Sherweb's products and services, guiding customers through service configurations, and consistently delivering a very high level of customer service. You will be responsible for following up on problem resolutions and ensuring customer satisfaction, while also meticulously documenting customer issues in ticketing systems. Collaboration as a technical resource and knowledge sharing with colleagues are also important aspects of this role. Every day, you will confront and solve new technical challenges, always prioritizing the happiness of Sherweb's partners with your solid customer service skills. Additionally, you will perform other related tasks as the job evolves and departmental needs arise.
Requirements
- Highschool diploma, with a strong interest in IT
- Experience in customer service
- Bilingual: French and English (spoken and written) essential
- Basic knowledge of Windows applications
- Ability to vulgarize technical concepts
- Fast-learning skills
Nice To Haves
- College diploma in computer science (an asset)
Responsibilities
- Assist and provide technical support by phone, email or chat.
- Analyze and resolve technical issues related to our products and services.
- Lead customers through service configurations.
- Provide a very high customer service level.
- Deliver and follow up on problem resolutions and customer satisfaction.
- Proactively and comprehensively document customer issues in ticketing systems.
- Collaborate as a technical resource and share knowledge with others.
- Resolve technical issues for customers: identify the causes, support the client remotely, find and carry out solutions.
- Confront new technical issues every single day and be the contact person to solve them.
- Use your solid customer service skills. We always put our partners' happiness first.
- Carry out all other related tasks per the job’s evolution and departmental needs.
Benefits
- A friendly and diverse work culture with inclusion and equality at the heart of our actions
- State-of-the art technology and tools
- A results-oriented culture where talent, action, and thinking outside the box are given due recognition
- Annual salary review based on performance
- Generous and caring colleagues of various professional and cultural backgrounds
- Vacation time that considers your previous experience
- Advanced paid hours to recharge your batteries (holidays and mobile days)
- Flexible benefits plan that adapts to your needs
- Flexible savings fund options
- A monthly home internet allowance
- A career path with opportunities to learn and grow
- Proximity to your direct manager and open, honest communication to support your development
- Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career
- “Sherweblife” - a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
251-500 employees
