Product Support Advisor

Montreal, Quebec
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DESCRIPTION

The Product Support Advisor is the main point of contact for 360.Agency clients. Your responsibilities include managing the flow of the client’s requests, and ensuring sustained health of our client’s account while offering them a VIP experience. 

The Product Support Advisor operates as the lead point of contact for all matters specific to the 360.Agency’s services. This includes any issues, requests, and questions relating to their website, CRM, and other SM360 applications after installation. Prompt answers and proactivity with clients are at the heart of the job.

You will be in constant contact with a portfolio of clients. You will need to be able to:

  • Perform live troubleshooting with clients
  • Quickly establish a rapport & relationship with new clients
  • Maintain relationships with existing clients
  • Remain calm, cool & collected even under stress
  • Resourceful

If you like challenges, are technologically savvy and want to feel accomplished in a new, stimulating environment? We have the perfect role for you in our team!

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RESPONSIBILITIES

  • Build and maintain a relationship of trust with clients
  • Be able to maintain a high satisfaction level with clients
  • Understand the client’s needs and have the ability to communicate them to internal teams
  • Communicate with clients via phone or e-mails to convey information, or to plan or confirm a meeting
  • Coordinate problems resolution for our clients, internally as well as externally
  • Be sure of the application and good use of the strategic plans of clients
  • Guide clients so they have better web experiences
  • Analyze and present monthly analytic reports
  • Organize formations for clients
  • Promote the use of CA360 tools for our clients
  • Inform our clients of our offers, products and services
  • Document communications with the different clients
  • Respect confidentiality of clients information by applying the personal information protection policy
  • Participate in meetings, workshops, and in individual performances workshops
  • Perform any other task required

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REQUIRED QUALIFICATIONS

  • Excellent communication competencies in French and English (written and oral)
  • Customer service experience
  • Analytical skills
  • Problem solving skills
  • Team player
  • Knowledge of digital marketing

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BENEFITS

Work environment:

  • Located in Griffintown close to public transportation
  • Beautiful, open and modern work environment
  • Hybrid work and flexible hours
  • 100% reimbursed transportation card
  • Summer hours*.
  • Computer equipment provided for home and office use

Welfare:

  • Full group insurance from day 1
  • Unlimited virtual medical clinic for you and your family
  • Discounts at various partners (Strom SPA, Gym)

 Entertainment & other:

  • Social events: happy hour, team dinners, Halloween, Christmas party, children’s Christmas…
  • Coffee, tea, snacks (cereal bar) and drinks available
  • Opportunity to work from abroad for 4 weeks per year*. 

 *conditions apply

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