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Customer Support Analyst - L1

Remote: 
Full Remote
Work from: 
Canada

Offer summary

Qualifications:

Experience in enterprise software support, Strong communication and troubleshooting skills, Technical aptitude and critical thinking.

Key responsabilities:

  • Provide customer support via phone/email
  • Diagnose technical issues and provide solutions
  • Escalate complex problems as needed
  • Record tasks on ticketing system
Perseus Group, Constellation Software logo
Perseus Group, Constellation Software XLarge https://csiperseus.com/
10001 Employees
About Perseus Group, Constellation Software
We are more than just an acquirer, but a true partner in success. We don’t collect businesses. We nurture and help them grow. We treat our acquisitions like people, not property. That's why we do our best to ensure their growth and development. As an operating group of Constellation Software Inc. (TSX:CSU), we help good companies become great through data-driven guidance, permanent capital, and the accumulation of knowledge from over 800 acquisitions. Together, Perseus Group and Constellation Software Inc. generates more than $6B USD in annual revenue, has a market cap of $35B+, and has acquired hundreds of software companies around the globe. “We believe that small businesses should stay small. While other purchasers of business seek economies of scale through centralization, we have taken the opposite approach. We believe that potential is maximized when teams are allowed to remain small. This enables the General manager of the business to be empowered and remain in control of all levers necessary to guide their business.” Mark Leonard, President, Constellation Software Inc.
See more Perseus Group, Constellation Software offers

Job description

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Your missions

The Company

Constellation R.O. Writer Inc. (ROW) is a leading automotive software business and an innovative market leader with a long history of success in serving independent and franchised automotive repair shops. Their software helps these shops increase efficiency, predictability, and profits which has allowed ROW to become the trusted partner for over 4,000 businesses across North America. 

ROW was recently acquired by The Perseus Group, an operating group of Constellation Software Inc. Constellation, together with its subsidiaries, acquires, builds, and manages vertical market software businesses in the United States, Canada and internationally. Constellation Software Inc. is a public company that trades on the Toronto Stock Exchange under (TSX: CSU).

The Role 

You will provide excellent customer support, via phone and email, to R.O. Writer Customers. You will directly impact the ability of R.O. Writer customers to successfully utilize applications at all phases of the customer lifecycle.

Job Responsibilities

  • Be the first point of contact to answer customer support calls and emails, working with all levels of customer users, management, and technical staff. 

  • Diagnose, recommend or perform minor remedial action to correct known issues and attempt to resolve unknown moderately complex technical issues or unexpected results.  

  • Instruct customers in the use of installation, configuration, and user manuals.

  • Escalate complex or urgent issues as needed.

  • Provide reasonable workarounds to resolve unexpected results or system limitations.

  • Use the R.O. Writer ticketing system to record issue, testing, resolution, and administrative tasks.

  • Rotating after hours/Saturday support.

Qualifications 

  • Customer support experience of enterprise software

  • Strong written/verbal communication skills

  • Aptitude in software and operating system troubleshooting techniques/methodologies

  • Technical aptitude; analytical and critical thinking skills

  • Customer centric focus

  • Commitment to/track record of consistent issue resolution and customer follow up

Business Unit:

R.O. Writer


 

#LI-HP1
#R.O. Writer

Required profile

Experience

Spoken language(s):
Check out the description to know which languages are mandatory.

Hard Skills

Hardware Troubleshooting

Soft Skills

  • verbal-communication-skills
  • analytical-skills
  • social-skills
Are you interested?

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