Customer Support Specialist (French Bilingual)

The Position:

Contour Software is looking for a Customer Support Specialist. This individual would be a part of a team which will be responsible for providing excellent and responsive software, basic hardware (e.g., printer connections, reconnect a Microsoft service) and hosting support to customers of our proprietary application via a combination of email, live chat or phone channels. We are seeking an individual that is analytical, customer-focused and bright.

Skills and Qualifications:

Enthusiastic, quick learner with strong attention to detail

Outstanding command of English (verbal and written). Experience living or studying in North America would be an asset

Customer service focused. Polite, professional, and tactful.

Strong analytical and problem-solving skills

Keeping customers informed of the status of open cases, providing next steps and anticipated resolution times.

Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate.

Monitor incidents, prioritize and respond as appropriate.

Trouble shoot tickets for level 1 support.

Customer facing via email and phone with an ability to identify and able to walkthrough trouble shooting steps.

Constantly gather product knowledge to enhance support experience and share with team.

Ensure ongoing customer satisfaction through timely response and resolution.

Complete training sessions, videos, knowledge base, to stay up to date on the latest technologies and methods.

Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity.

Promote and maintain high quality, professional, service-oriented company image with customers and internal staff.

Maintaining remote access/support documents and customer records accurately.

Primary duties include:

Use ticketing system to open tickets, prioritize ticket queue, update and close tickets with complete and accurate documentation in a timely and effective manner

Identify and escalate key support and product issues to team lead

Handle after-hours inquires, as required

Achieve KPIs in line with other team members (e.g., tickets closed per day, avg. resolution time, etc.)

Assist with maintaining an up-to-date knowledgebase

Educational/Technical Requirements:

Bachelor's degree or equivalent (preference for a technical field such as engineering or programming)

Minimum 2-3 years of experience working in a software/technical support role using a ticketing system and a knowledgebase

Strong working knowledge of Microsoft Office

Excellent English written and verbal communication skills.

French Bilingual skills are necessary .