Product Specialist - Technical Support

  • Montréal / Québec City (Quebec Province)
  • Technical Support
  • Full-time
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Are you someone who believes that a positive experience can make a huge difference in people’s appreciation of specific companies, services or products?  As customers ourselves, are we not delighted each time we have a pleasant experience interacting with a customer service department?  Can you remember the best experience you had when in need of assistance?  Did it influence how you felt about the company?  Chances are, it did.

At Coveo, our Technical Support team is on a mission to transform every situation into an enriching experience, one interaction at a time, so that Coveo employees, partners and customers can strive towards their desired outcomes.  If this resonates with you, please read on. 

The mission

Coveo Support is not your typical call center image that you might imagine when you think of support.  We are not siloed into tiers (levels) of support.  We are a team of specialists with great knowledge of the Coveo Platform.  The Product Specialist’s mission is to work with Coveo customers on ensuring that they get the best experience using the platform:

  • Answer product configuration questions
  • Investigate issues and find the best possible solution
  • Share best practices on how to use product features and components

To do so, you will get to know everything there is to know about our platform and use this knowledge to assist and guide customers, partners and colleagues.

Sounds interesting? This is what it looks like on a daily basis!

Once you are all settled in to start off the day (whatever that means for you: coffee, side chat with colleagues, etc.), here’s what you’ll be doing:

  • You kick things off with a quick review of your open cases, actions to be taken and plan your day accordingly
  • You have a scrum meeting with the team to go over support incidents and requests for which you need a fresh pair of eyes
  • Back at your computer, a new case is assigned to you.  You get your head around the problem, reach out to the customer to ensure you have all the necessary information to investigate.  You interact with a colleague from R&D and learn more about more technical parts of the platform. This allows you to solve the customer’s issue!  You update the case with the detailed solution.  Great job!
  • Take the time to do some proactive support by creating knowledge articles and sharing your findings for colleagues and customers to reuse when faced with similar situations (familiar with KCS?  If not, you will be).
  • Then, it’s time to take your allocated time for professional development, either from training or department improvement projects involvement.
  • Finally, you take one last look at your cases to ensure nothing is unattended before your day is over.

A passionate problem solver

Although previous experience is a plus, a natural thirst for knowledge combined with a demonstrable self-learning history can make a difference. More specifically, here is what we’re going to look at in your profile:

  • You are a true believer in delivering enriching experiences
  • You are passionate about technology and web development
  • You have knowledge of Python, JS, CSS and HTML
  • You are bilingual (English and French)
  • You are organized
  • Finally, you strive working in a fast paced environment, believe in teamwork and collaboration and are great at solving a puzzle

Do you hit all the marks? You might be the one!

Simply put, the ideal candidate is a smart, tech-oriented, motivated and autodidact individual. Our interviewing process allows us to look beyond technical background and identify raw talent. We pride ourselves on our ability to provide you with learning opportunities which will allow you to truly exploit that talent and exceed your potential in our midst.

Think we have a fit? In this particular role, you’ll be able to develop your expertise and share all your knowledge with customers and colleagues. Send us your resume and tell us more about yourself and why you believe you would be a great fit for our team. Join the Coveo Life!

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!

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