Temporary Dispatch Support

ABOUT THE JOB
Our client, a Canada-wide company in the optometry sector, is looking for a Software Support Agent.
YOUR RESPONSIBILITIES

• Answer telephone calls from users (software and technical)
• Ensure impeccable customer experience
• Identify, analyze and resolve customer difficulties to achieve satisfaction (software and technical, ex: system lag, printing problems, error messages related to ophthalmic equipment, etc.)
• Maintain strong customer relationships by responding to questions and concerns in a timely and professional manner
• Become an expert in the various facets of our software in order to guide our users in the use of our application
• Participate in the evolution of our processes by creating documents and improving existing ones

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OUR OFFER 

• Employee and Family Assistance Program (EFAP)
• Telemedicine service 
• Reimbursement program for eye exams including the purchase of glasses and contact lenses
• Group insurance
• Hybrid position (telework + office) 
• Parking available 
• Friendly work environment

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OUR REQUIREMENTS

• 1 to 3 years experience in customer service 
• Experience in a call centre
• Perfectly bilingual: English and French 
• Knowledge of Microsoft Office tools 
• Computer literate 
• Customer oriented and ability to adapt and respond to different types of customers 
• Ability to work under pressure, autonomously and in collaboration with a team 
• Ability to multi-task, prioritize and manage time effectively 
• Excellent technical problem solving skills 
• Good verbal and written communication skills and ability to communicate concepts to users and other team members 
• Experience in the optical industry – an asset