Helpdesk Support Representative

Ivalua

Full Time

Montreal, QC, Canada

8 months ago

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Helpdesk Support Representative – Trilingual (English, French, Portugeuse or Spanish) – 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

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.
English is required as we serve customers throughout Canada from our Montreal location, and a significant majority of business is conducted in English; however, wherever possible, we will support the employee's right to work in French.
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: