Main Responsibilities
- Ensure exceptional customer satisfaction with accuracy and professionalism while responding to customer inquiries by phone, email, or live chat
- Understand the customer’s setup and diagnose configuration or product issues
- Client engagement — help customers manage their products; focus on each customer experience and make every interaction meaningful
- Meet Customer Support SLAs for response time by email, chat and telephone
- Level 1 Problem solving — assist customers through basic troubleshooting to get to resolution
- Level 2 coordination – When required, escalate internally to obtain remote level 2 support and/or in office field support
- Update our internal CRM and knowledge base with information about customer discussions and any technical issues and resolution
- Monitor customer complaints across all channels and proactively reach out to resolve them




- Gather customer feedback and share it with our internal teams
- Provide timely and accurate information in response to order status and service knowledge requests
- Provide timely feedback to the company regarding service failures or customer concerns
- Partner with the Sales and Field Operations teams to meet and exceed customer service expectations
- Fill gaps in customer profiles by asking questions, building rapport and engaging with each inquiry

Requirements:
- Must be fluent in French and English in all verbal and written communication
- Must be self-motivated and able to work with minimal supervision
- Ability to multi-task by navigating various systems while communicating with customers
- Ability to ensure customer issues are handled appropriately, escalating when necessary

📌 Customer Support Specialist (Montreal)
🏢 Brainpower360
📍 Montreal