Technical Support Agent

Summary

The job is for a Technical Support role at Workleap, focusing on supporting IT managers with ShareGate products. The team is composed of 18 people who are focused on customer satisfaction and continuous learning. Qualifications include empathy, customer focus, analytical mind, strong investigation skills, comfort with new technology, strong communication skills in English, and enjoyment of a continuously evolving environment.

Requirements

• Show empathy / Be customer-focused and passionate, ready to provide exceptional customer service that goes beyond our tools
• Have experience in technical support with software (experience in customer service is an asset)
• Have an analytical mind
• Have strong investigation skills
• Be comfortable with new technology
• Enjoy working in a continuously evolving environment

Responsibilities

• Actively listen with empathy customers and exercise analytical thinking
• Gain an in-depth understanding of our users’ technical support needs and their context
• Communicate effectively in English, over the phone and in writing. French is a strong asset

Preferred Qualifications

• Experience with the Microsoft 365 environment (particularly SharePoint Online, and also Teams and Azure)
• Familiarity with Zendesk