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Customer Support Specialist


This is a Contract position in Montreal, QC posted June 12, 2019.

WorkJam is leading the charge in redefining employee engagement for the hourly-work economy.

Bring your competitive spirit, your love of innovation, and your desire to be at the forefront of an evolutionary change in our digital workforce.

Now is the time to become a part of an exciting company where your ideas, passion and commitment to excellence will have a direct impact on the products that we build, the new markets we create and the people that we engage.

Our growing team is passionate about building technology that improves peoples lives.

While we constantly push each other to perform and innovate, we enjoy a collaborative environment where we often let loose and have fun.

Join our team for an intellectually challenging, fun and rewarding career as we transform the field of hourly workforce management.

About the WorkJam platform: WorkJam is a web and mobile app built to enable better communication with hourly workers, enhance employee self-service, improve employee motivation, recognition and overall engagement.

Learn more about WorkJam at

About the Role Were looking for somebody to join our fast-growing Support team who will assist with supporting our various customers worldwide.

As a Support Specialist at WorkJam you will interact directly with customers through the ticketing system, via Email, and over the Phone while receiving and responding to their incidents and requests.

You will perform hands on technical troubleshooting and document detailed tickets while identifying and providing creative workarounds wherever possible.

Understanding the unique needs of each customer will play a vital role in your ability to assign priorities and actively follow up with support teams while providing updates to customers.

In our Agile and fast-paced environment you will be continuously interacting and consulting with team members companywide to solve complex problems and provide insight on new features.

You will also participate and contribute to projects and activities in alignment with the departmental and company goals.

Our office is open and friendly and encourages all members to work cooperatively as a team.

We enjoy our down time in the cafeteria over a friendly game of Ping-Pong or Foosball or by attending the weekly cinq-a-sept.

Responsibilities Become an expert on the capabilities of WorkJam software and apply this knowledge to resolve customer reported incidents and requests Monitor the incoming customer contacts and provide timely responses, regular updates, and complete resolutions Document well detailed tickets for customer reported incidents and requests.

Find creative workarounds to meet customer needs Work directly with the development teams to ensure customer issues are resolved Identify, Categorize, and Communicate priorities to the development and management teams Contribute to the growth and success of the team by identifying process gaps and brining new ideas to the table.

Work towards departmental and company goals Requirements 3 years in a customer support role Excellent customer service and troubleshooting skills Experience working with Software or IT Implementations Experience providing remote support for end users and systems Available for scheduled on-call shifts on a rotational basis Proven ability to analyze, document and communicate complex technical solutions to non-technical parties Highly motivated with a keen sense of ownership, autonomous, detail-oriented, highly organized, and quick to adapt to changes Strong analytical and problem-solving skills Aptitude to learn web technologies and applications Must be a self-starter and effectively work under limited supervision Strong interpersonal, communication (oral and written), and presentation skills