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Support Specialist- Montreal- Remote-Canada

Blaser Swisslube AG -
Hasle, BE

Soumettre votre candidature

Détails de l'emploi

100% | Temps de travail : 90-100%
De 70 000 CHF à 80 000 CHF par an

Qualifications

Français
Anglais
Esprit d'analyse
Équipement informatique
Technologies de l'information
Support clients
Production

Description complète du poste

As a Support Specialist, you are the first point of contact for our customers and partners, with a primary focus on North America and additional coverage for other English- and French-speaking customers. You handle everything from routine questions to complex technical issues around our coolant automation solutions (hardware, software, etc.), resolving cases end to end yourself rather than passing them along, and escalating only when a case genuinely goes beyond your scope. You do this in a small team with short decision paths, drawing on broad product knowledge you build up over time.

Support Specialist- Montreal- Remote-Canada

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Your tasks

Tasks, responsibilities, competencies

Handle support requests from customers and partners in English and French, written and verbal, covering both administrative topics and technical issues ranging from routine questions to complex cases, across our full product range
Diagnose and resolve customer issues within your scope; escalate cases you cannot resolve yourself
Coordinate device replacement cases for your customers, with a primary focus on North America, ensuring fast and smooth handling given the absence of on-site service
Develop and maintain self-help content and support documentation to reduce recurring inquiries and support customer self-sufficiency
Systematically capture and forward customer feedback to continuously improve our products and processes, in collaboration with the relevant teams
Participate in projects and take on additional tasks as needed, contributing to the ongoing development of Liquidtool's support organization

Measures for performance evaluation

Customer satisfaction
Quality and quantity of resolved support cases (Support KPI)
Appropriate use of escalation when needed

Work Location- Remote in Montreal, Canada

Salary- CAD70,000-CAD80,000

Your profile-Requirements

Completed vocational training or a degree in a technical or commercial field, or a strong demonstrated affinity for IT and technical topics
Minimum 3 years of experience in a customer support role, ideally in a technical and/or SaaS environment
Fluent in English and French, both written and spoken (native level in one, excellent proficiency in the other)
Strong analytical and troubleshooting skills, with the willingness and ability to build up broad knowledge across our coolant automation solutions (hardware, software, etc.) in order to diagnose and resolve most customer requests independently
An open, empathetic, and personable communicator who enjoys working with customers and internal teams
Self-motivated, accustomed to independent work, and comfortable structuring your own workload
Knowledge of or experience in CNC machining or manufacturing environments is an advantage
Willingness to travel up to 10%, for on-site trainings, occasional visits to headquarters, and occasional customer visits for select special cases

Your opportunity

We're offering a challenging and dynamic position within a motivated team. Co-operation that's based on trust, openness and mutual respect. Modern infrastructure in an attractive working Environment.

Benefits? Discover here

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english speaking only emplois - bern

Support Specialist- Montreal- Remote-Canada

Client Executive

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