Customer Support Specialist (French Bilingual)

The Position:
Contour Software is looking for a Customer Support Specialist. This individual would be a part of a team which will be responsible for providing excellent and responsive software, basic hardware (e.g., printer connections, reconnect a Microsoft service) and hosting support to customers of our proprietary application via a combination of email, live chat or phone channels. We are seeking an individual that is analytical, customer-focused and bright.

Skills and Qualifications:

• Enthusiastic, quick learner with strong attention to detail
• Outstanding command of English (verbal and written). Experience living or studying in North America would be an asset
• Customer service focused. Polite, professional, and tactful.
• Strong analytical and problem-solving skills
• Keeping customers informed of the status of open cases, providing next steps and anticipated resolution times.
• Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate.
• Monitor incidents, prioritize and respond as appropriate.
• Trouble shoot tickets for level 1 support.
• Customer facing via email and phone with an ability to identify and able to walkthrough trouble shooting steps.
• Constantly gather product knowledge to enhance support experience and share with team.
• Ensure ongoing customer satisfaction through timely response and resolution.
• Complete training sessions, videos, knowledge base, to stay up to date on the latest technologies and methods.
• Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity.
• Promote and maintain high quality, professional, service-oriented company image with customers and internal staff.
• Maintaining remote access/support documents and customer records accurately.

• Use ticketing system to open tickets, prioritize ticket queue, update and close tickets with complete and accurate documentation in a timely and effective manner
• Identify and escalate key support and product issues to team lead
• Handle after-hours inquires, as required
• Achieve KPIs in line with other team members (e.g., tickets closed per day, avg. resolution time, etc.)
• Assist with maintaining an up-to-date knowledgebase

• Bachelor's degree or equivalent (preference for a technical field such as engineering or programming)
• Minimum 2-3 years of experience working in a software/technical support role using a ticketing system and a knowledgebase
• Strong working knowledge of Microsoft Office
• Excellent English written and verbal communication skills.
• French Bilingual skills are necessary .

• 9 AM to 6 PM Eastern Standard Time (Willing to work weekends, if required)

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment