Summary of duties

Reporting to the Mitchell Dealership Manager, the Technical Support Representative is responsible for providing technical telephone support to users. He/she is responsible for ensuring that he/she provides the information the user needs to solve their problems. In addition, as a trainer (10%), he/she will have to train new and existing customers on the solutions offered and accompany them in the system implementation phase.

Main responsibilities

Technical Support Representative (90%)

• Provide technical support related to the software distributed by the company in the field of car bodywork;
• Answer telephone calls and e-mails from customers (inform them, respond to their needs);
• Record and close support requests in the incident management system (Salesforce);
• Escalate unresolved incident tickets to appropriate resources;
• Diagnose customer problems;
• Inform the team of current anomalies and concepts that need to be addressed with customers;
• Performs work in accordance with rules and procedures, while ensuring that deadlines and customer requests are met.

Trainer (10%)

• Responsible for providing training to clients for all software offered;
• Ensure communication and planning of training with contacts;
• Prepare training schedules;
• Update training content;
• Deliver training to new and existing customers;
• Conduct summaries of training delivered;
• Take charge of and carry out the implementation in accordance with the established model and guidelines;
• Follow up on the training and implementation that has been given;
• Helping the client to prepare his organization for change;
• Carry out the necessary analyses for the configuration of the data;
• Listening to and determining the specific requirements of the client;
• Configure the system parameters in accordance with the needs;
• Train and support users on site;
• Ensuring the quality of the services offered and the success of the implementation;
• Respect the service offer and the established schedule;
• Exchange with colleagues and contribute to the continuous improvement of the product and services;
• All other related tasks.

Training and experience required

• DEP/DEC/AEC in computer science or equivalent;
• 2 years experience;
• Good knowledge of Microsoft, Windows 10, servers and workstations;
• Knowledge of the auto body industry would be an asset;
• Possess a driving licence and a vehicle.

Skills and knowledge required

• Respect for confidentiality;
• Ability to adapt;
• Analytical skills;
• Good communicator/speaker;
• Autonomy;
• Sense of priorities;
• Good team player;
• Thoroughness and rigour;
• Excellent command of written and spoken French;
• Good knowledge of written and spoken English.