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Function as a subject matter expert in our system’s functionality and how customers use our software.
Troubleshoot issues within the software to accurately identify root-cause through research, testing, and replicating issues reported with a focus on the tactical and strategic impact to the customer.
Triage in-bound phone and e-mail support related issues.
Manage Support Cases in the Customer Relationship Manager (CRM)
Clearly communicate updates on case or resolution directly with customers in writing or via phone.
Effectively prioritize and escalate tickets to Senior Support Services Specialists and above with detail and supporting documentation, ensuring that service level agreements are met.
Collaborate with other upper levels of support and other TSA1 team members and on resolutions as necessary.
Maintain Departmental Standards for Quality and Satisfaction Metrics
Act as a Customer Advocate to identify opportunities to educate customers on how to better use the system tools and increase utilization.
Fluency in French is required - this role involves specific technical vocabulary in French
Strong verbal & written communication skills to support the communication of technical solution(s) in a manner suitable for the customer.
High attention to detail and accuracy
Customer service orientation and problem-solving mindset
Ability to work both independently and as part of a team
Strong organizational and time-management abilities
Ability to learn and work with CRM, ticketing, or case management systems
Familiarity with service request or ticketing systems is an advantage
