Location: Work From Anywhere (Canada) - Bilingual Here’s what we do and why we do it We work to simplify the cloud for IT professionals so they can focus on what really matters, making their customers’ lives better. Find out how we do that here: www.sherweb.com/about/. Here's how you will contribute to the success of the company: Our team goal is to make sure people use the best tools to work efficiently. You will contribute to this objective by being the main point of contact for all incoming calls, various requests from our customers, which consists of both our direct and partner channels. Succeeding in this role means having the customer's concern at the heart of your actions while being attentive to needs. To do this, you will collaborate with sales advisors, direct customers, partners and other key stakeholders. Here's what your day-to-day will look like in this role: - Ensure the timely and successful delivery of Sherweb’s solutions according to our customers’ needs and objectives; - Provide training on our products and platform, along with onboarding and sales support to both new and existing customers; - Collect customer feedback and identify opportunities for Sherweb to continuously improve their products and services offerings; - Provide pre- and post-sales support; - Play a vital role in customer satisfaction by offering best-in-class, efficient and professional solutions; - A strong focus on first contact resolution and problem solving in a timely manner; - Handling and taking ownership of internal requests and processes, on behalf of our customers. Here's what you need to have and master to get the job: - 2 years of customer-facing experience - Ability to juggle multiple tasks and priorities - Strong written and verbal communication skills - Strong time management and organizational skills - Excellent knowledge of Microsoft products (Outlook, Teams, Excel) - Experience in a similar, or sales focused role is preferred - Ability to provide a quick turnaround for customer needs - Passionate about the customer experience - A natural, personable, and dedicated team player - Experience in IT is preferred - Bilingualism (French and English) is required Benefits of working at Sherweb Sherweb is, above all, an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day. A fast-paced work environment that adapts to you - A friendly and diverse work culture with inclusion and equality at the heart of our actions - Beautiful offices for meetups and collaborative work (Sherbrooke and downtown Montréal) - State-of-the art technology and tools - A results-oriented culture where talent, action, and thinking outside the box are given due recognition - Annual salary review based on performance - Generous and caring colleagues of various professional and cultural backgrounds A flexible total compensation offer - Vacation time that considers your previous experience - Advanced paid hours to recharge your batteries (holidays and mobile days) - Flexible benefits plan that adapts to your needs - Flexible savings fund options - A monthly home internet allowance Considerable growth opportunities - A career path with opportunities to learn and grow - Proximity to your direct manager and open, honest communication to support your development - Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career Last but not least: “Sherweblife” - a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year Reasons for the requirement of English: Sherweb has international customers and fluency in English is the only way to ensure proper service delivery to them. The main tasks related to this position require written and oral communication with an English-speaking clientele at all times. #LI-Remote #LI-SG2