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 that the user needs to solve their problems.

Main responsibilities

• Provide technical support for the software distributed by the company in the field of car bodywork;
• Answering telephone calls and e-mails from customers (informing them, responding 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;
• Carry out work in compliance with rules and procedures, while ensuring that deadlines and customer requests are met.

Training and experience required

• DEP/AEC/DEC in computer science or equivalent;
• Minimum 1 year experience;
• Good knowledge of Microsoft, Windows 10, servers and workstations;
• Knowledge of the auto body industry would be an asset.

Skills and knowledge required

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