Technical Service Representative

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Job Type

Full Time / Permanent


Laval, QC

Criteria For This Position

The role of Technical Services Representative is to provide first-line support for all Crescendo software applications. The team of Technical Services Representatives provides on-site and/or remote support, installation, configuration and training to Crescendo clients worldwide.

Main Tasks and Responsibilities
  • Answer customer calls, communicate with clients, diagnose software & hardware malfunctions, troubleshoot problems
  • Serve as the first point of contact for customers seeking technical assistance over the phone or by email
  • Record incidents and problems and their resolutions in great detail 
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • When required, provide on-site support for Crescendo solutions
  • Install and configure Crescendo solutions
  • Provide remote and on-site training to clients in the use of Crescendo solutions
Education and Experience
  • At least 2 years of solid experience in a help desk or technical support capacity
  • Proven experience as a help desk technician or other customer support role
  • Perfectly bilingual French & English
  • Experience with CRM, updating cases
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
Key Competencies
  • Basic SQL knowledge (MSSQL)
  • Proficient in Windows OS and Windows Server
  • Ability to acquire and apply troubleshooting information
  • Ability to diagnose and resolve technical issues
  • Excellent communication skills