At BEEM, we’re on a mission to democratize the access and use of data for any organization, regardless of their size. To do so, BEEM relies on passion and innovation to propose modern SaaS data solutions. We believe that it should be a simple process to use and monetize all accessible data. We empower our clients with intuitive software platforms like the BEEM platform and Fleet by BEEM app, built to remove the complexity of using, transforming and automating data-driven actions, at scale. Everything we do is aimed at creating a delightful and personalized experience, from our solutions to our on-boarding and support.
Our Fleet by BEEM division specializes in providing the automotive industry with software solutions that allow them to increase the efficiency and profitability of their operations. In addition, it allows them to improve the customer experience by allowing the evolution of their courtesy vehicle services or other mobility services.
And for the evolution of our team, we take pride in ensuring that each member can grow personally and professionally. We believe in responsible business that respects everyone’s individual skills and expertise, provides a creative and flexible work environment and, why not, wine or scotch on Thursday afternoons!
The opportunity…
BEEM is currently looking for a Customer Support Specialist that will establish a trusted and strategic advisor relationship with our clients while ensuring they have success using our Fleet by BEEM app.
This role serves as a primary point of contact for customer issue resolution within our customer success team.
In this role, you will assist our users to ensure they receive the best service in a timely manner with the utmost professionalism and that all their needs are met to help them use the platform successfully.
You will be the technical resource and reference person interacting with clients, and working closely with customer success manager, account manager, as well as our development team, to resolve bugs and develop the software/platform. You will allow our clients to gain maximum value of our solutions while identifying new usage opportunities.
The team will need you to…
Manage incoming user tickets and support customers through various channels (chat, email, phone) while ensuring issues are resolved quickly, utilizing resources from across Sales, R&D and Services when required
Effectively document and properly track customer issues and resolutions. Ensure that all tickets are managed and prioritized in an orderly manner
Support customer requirements and coordinate solutions, either independently or with our internal development team
Maintain relationships with clients to identify and understand their needs and requirements
Identify opportunities to optimize current business processes and recommend possible solutions and undertake improvement projects
Responsible for keeping customer updated on the progress of open issues in a timely manner
Supporting Customer Success Managers, you will manage and complete new client onboarding when a new deal is signed
Manage customer feedback, insights and feature requests with the Fleet by BEEM product team to contribute to our product’s continual development
Develop and improve the functionalities of our software, in support of the development team
Develop and test documentation and articles which describes the specific software functionality that will answer customer inquiries
You’ll bring to the team…
DEC in computer science, programming or any other equivalence deemed relevant
2+ years of experience in IT product or service remote support
Ability to troubleshoot and discover answers quickly and effectively
You are a strong communicator and have the ability to explain complicated matters using simple words. You know how to actively listen, convey ideas clearly and establish quality relationships with others
Quick thinking and have the capacity to solve problems with curiosity and creativity
You have excellent verbal and written communication skills in both English and French
You love interacting with people online and on the phone
You have strong interpersonal skills and an ability to work with teams
Able to prioritize and adapt to change
You’ll benefit from…
At BEEM, we’re one team and we treat each other like family; we believe in equity and the workplace should be as enjoyable as working from home 😉
Work policy to facilitate working remotely from home or at the office
A 500$ budget allocation to make your work-at-home environment efficient and safe
Competitive salary and vacations policy
Complete insurance and benefits plan
Telemedecine consultation program
One additional week of vacations as our office is closed between Christmas and New Year’s Eve
Access to 10 unpaid additional day-off
Flexible working hours to start your day
Referral employee program
Thursday’s “4 à 6”
Full stack of pastries during the Friday morning team meeting
Unlimited snacks, fruits, coffee and beverages
A MacBook Pro is our standard, but let us know if something else makes you more productive
Monthly team and social activities
Located conveniently in the Old-Montreal, few feet away from a metro station and surrounded by great lifestyle amenities
Access to an inside bicycle parking
Bixi subscription
Important: Proof of eligibility to work in Canada is required.
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