Helpdesk Support Representative – Trilingual – Montreal, Canada

This is an exciting opportunity to develop a new generation of Procurement technology!

A “Magic Quadrant” leader, Ivalua’s solutions work in a complex global economy.  Our innovative Procure-to-Pay solutions include automating customized workflows to request, procure, receive, and pay for goods and services across the enterprise, refining the procurement lifecycle while reducing cost and risk of spending on indirect goods, direct goods and services, and improving supplier collaboration.

Opportunity Statement (Job Description)

The Customer Support team in Montreal is the functional helpdesk for Ivalua’s users, mostly from our installed base within the Americas region, as we are part of a larger worldwide support team. We are very customer oriented, team oriented, and take great pride on making sure our customer’s users have a Best in Class experience with our platform. 

Key Responsibilities

• Answer user’s phone calls, emails and tickets
• Analyze and qualify issues from our customers
• Resolve customer tickets in line with our procedures and internal tools
• Transfer complex requests to our maintenance team (support level 3, located in Redwood City, CA and New York City, USA) and follow the incidents requiring greater expertise
• Communicate the progress and resolution to our customer

Skills You Need to Succeed

• Must be located in Montreal, Canada
• Must be fluent in 3 languages:  English and French, and either Spanish or Portuguese.
• Willing to work the 12:30pm – 8:30pm EST shift. Monday to Friday
• Must work some holidays if they are during the week.
• 3+ years of experience in a customer facing activity such as customer support.
• Good knowledge of software tools (MSFT office, various e-mail clients, internet research, social media applications) and ticketing tools.
• Prior experience supporting Software products is a strong plus.
• Qualities to succeed: Responsible, attentive to detail, excellent communication skills, engagement, responsiveness, commitment, autonomy, ability to work in a team environment and a great sense of service.

Preferred Education:

• Minimum 2-year university degree level

Check out our video and find out Who We Are!

Join Ivalua today and procure a great future for your career!

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