French / English Customer and Technical Support Analyst

Department: Customer support
Reports To: Customer Support Manager

ACD Systems develops and markets digital imaging and technical illustration software for a worldwide audience. As a successful player in these rapidly

Summary

• Provides courteous, professional front-line technical support services to ACD software customers.
• Gathers information to analyze and solve problems in an efficient manner.
• Recognizes and provides solutions to common customer problems and inquiries.
• Tracks and enters incoming customer contacts, utilizing a CRM database system.
• Reports any software related problems to QA department for appropriate action and correction.

Key Competencies

• Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skilful questioning to draw out the information.
• Investigating and documenting workarounds and solutions for software usage issues reported by customers, including writing knowledgebase articles.
• Oral/Written Communication: Able to express oneself clearly in conversations and interactions with others both orally and in written communications.
• Building Collaborative Relationships: Able to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.
• Initiative: Identifying what needs to be done and doing it before being asked or before the situation requires it.

Essential Duties and Responsibilities

• Provide timely, accurate, and up to date answers to inquires from our registered users and potential buyers of our software products. These inquires may come via phone, mail, email, FAX, express courier or as postings to our public online forums. Inquires may require troubleshooting technical problems, as well as product information, software updates, software upgrades.
• Evaluate, and prioritize all incoming contact from ACD customers experiencing problems with our software products.
• Interact directly or indirectly with our customers in a troubleshooting process to collect detailed information related to problem(s) the end-user is experiencing with ACD Systems software products. Guide the customer through diagnostic procedures to determine the source of errors or issues.
• Identify issues, research, isolate and document. Follow-up by reporting reproducible problems to QA and Development through our internal bug reporting system, while keeping the customer informed.
• Log and track all incoming customer contact using our internal database system and maintain customer history records and related documentation.
• Analyze and evaluate incident reports and make recommendations to reduce help line incident rate.
• Consult with QA and ACD programmers to explain software errors, or to log customer enhancement requests for ACD programs.

Knowledge, Skills, and Abilities

• Ability to gain and retain product knowledge through hands on experience.
• Solid analytical and investigative skills.
• Excellent communication skills, in both written and verbal form.
• Ability to establish and maintain effective working relationships with all internal and external stakeholders.
• Outstanding organizational skills with an ability to work under time constraints.
• Ability to work independently and in a team environment.
• Ability to pay careful attention to details.
• Solid understanding of what is involved with the provision of quality internal and external customer service.
• Possess an inherent interest in the cutting edge technologies Customer Support is exposed to.

Qualifications

• Complete spoken and written fluency in French (mother tongue preferred) and English.
• Experience with various operating systems, databases, and software programs:
  • Windows XP/Vista/7 and Mac
  • MS Office Suite - Word, Excel and Outlook
• Working knowledge of Digital Cameras, Scanners, Handheld devices, Image Editing or Graphic Design software preferred.
• 3+ years of experience with the provision of technical / IT support services.
• Minimum of a certificate or diploma in a related technology program or equivalent experience (e.g. COMPTIA A+, MSCE)

We recognize the value of diversity in our workforce and encourage all qualified candidates to apply. Only selected candidates will be contacted for an interview.

Apply for this position online or email your resume and cover letter to HR@acdsystems.com.