Customer Technical Support
- October 28, 2024
- Posted by: Zakaria Meskine
- Categories:
Customer Technical Support
OPES Software is a global provider of financial services, compliance, and enterprise resource planning software headquartered in Montreal, Canada. For nearly 25 years, OPES has been helping investment managers and fund administrators simplify tasks in today’s international markets. We assist banks and financial institutions worldwide in adhering to international standards, streamlining functions required by the global financial markets. At OPES, we hire and cultivate financial technology specialists with global experience from the fields of regulation and banking
Job Description
As a Customer Technical Support representative, you will be the first point of contact for our customers, assisting them with technical issues related to our software. You will troubleshoot software problems, provide step-by-step guidance, and escalate complex issues to higher-level support when necessary. The ideal candidate will possess excellent communication skills, basic technical knowledge, and a passion for delivering outstanding customer service.
Responsibilities
- Guide users through technical processes to resolve common software issues.
- Conduct remote sessions to troubleshoot problems directly on customer systems.
- Document troubleshooting steps and resolutions in the ticketing system.
- Respond to customer inquiries in a timely and professional manner.
- Escalate complex issues to higher support levels or development teams when necessary.
- Collaborate with internal teams to ensure customer issues are properly addressed.
- Create and update troubleshooting guides for internal and external users.
- Provide and document feedback to the product team on common user issues.
- Assist in onboarding and training new customers on how to use the software.
- Stay updated on product features and updates to provide accurate support.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 1-2 years of experience in a customer support or technical role, ideally in the fintech or software industry.
- Basic knowledge of financial technologies and banking operations is a plus.
- Knowledge of troubleshooting techniques for software and web applications.
- Experience with ticketing systems like Jira, ME, or similar platforms.
- Basic understanding of databases, SQL queries, and APIs is a plus.
- Competency in Windows, macOS, and Linux.
- Fluent in English (written and spoken) – Mandatory. French or Spanish are a plus.
- Excellent verbal and written communication skills.
- Ability to explain technical issues to non-technical users.
- Strong problem-solving and troubleshooting skills.
- Ability to work independently and as part of a team.
- Excellent communication and interpersonal skills.
- Ability to handle multiple tasks in a fast-paced environment.
- Customer-focused attitude with the ability to empathize and build relationships.
Everyone on the OPES team plays an equal role. My role is to create the wave and everyone on our team keeps the wave going.