The Product Support Advisor (VIP) is the main point of contact for 360.Agency clients. Your responsibilities include managing the flow of the client’s requests, and ensuring sustained health of our client’s account while offering them a exceptional experience.
The Product Support Advisor operates as the lead point of contact for all matters specific to the 360.Agency’s services. This includes any issues, requests, and questions relating to their website, CRM, and other SM360 applications after installation. Prompt answers and proactivity with clients are at the heart of the job.
You will be in constant contact with a portfolio of clients. You will need to be able to:
Perform live troubleshooting with clients
Quickly establish a rapport & relationship with new clients
Maintain relationships with existing clients
Remain calm, cool & collected even under stress
Resourceful
If you like challenges, are technologically savvy and want to feel accomplished in a new, stimulating environment? We have the perfect role for you in our team!
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Responsibilities
Build and maintain a relationship of trust with clients
Be able to maintain a high satisfaction level with clients
Understand the client’s needs and have the ability to communicate them to internal teams
Communicate with clients via phone or e-mails to convey information, or to plan or confirm a meeting
Coordinate problems resolution for our clients, internally as well as externally
Be sure of the application and good use of the strategic plans of clients
Guide clients so they have better web experiences
Analyze and present monthly analytic reports
Organize formations for clients
Promote the use of CA360 tools for our clients
Inform our clients of our offers, products and services
Document communications with the different clients
Respect confidentiality of clients information by applying the personal information protection policy
Participate in meetings, workshops, and in individual performances workshops
Perform any other task required
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Required Qualifications
Excellent communication competencies in French and English (written and oral)
Customer service experience
Analytical skills
Problem solving skills
Team player
Knowledge of digital marketing
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Benefits
Work environment:
Located in Griffintown close to public transportation
Beautiful, open and modern work environment
Hybrid work and flexible hours
100% reimbursed transportation card
Summer hours*.
Computer equipment provided for home and office use
Welfare
Full group insurance from day 1
Unlimited virtual medical clinic for you and your family
Discounts at various partners (Strom SPA, Gym)
Entertainment & Other
Social events: happy hour, team dinners, Halloween, Christmas party, children’s Christmas…
Coffee, tea, snacks (cereal bar) and drinks available
Opportunity to work from abroad for 4 weeks per year*.
conditions apply
Seniority level
Entry level
Employment type
Full-time
Job function
Business Development and Sales
Industries
Technology, Information and Internet
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