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Application Support Specialist

XTM Inc.Montreal, Quebec, Canada
Hybrid Full-time

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Experience Level

Experience

Qualifications

Qualifications:Minimum 3 years of experience in B2B customer service. Proven expertise in front-line IT support. DEC or AEC in computer science, network management, or a related field. Proactive and dedicated to ensuring customer satisfaction. Strong teamwork skills and the ability to foster a positive and trustworthy environment.

About the job

Join our dynamic team as an Application Support Specialist!

If you reside in the Greater Montreal area and are passionate about technology and customer satisfaction, this role is for you. Initially, you will be required to work on-site for the first three months, transitioning to a hybrid model with 3 to 4 days in the office thereafter.

This position is part of Consoltec, a key member of the XTM family, dedicated to providing innovative solutions in linguistic project management. Our flagship product, FlowFit, empowers translation companies and linguistic services with cutting-edge technology.

XTM Group is committed to enhancing localization processes globally, delivering top-tier platforms that streamline translation management. Our corporate culture fosters teamwork and collaboration, with a strong emphasis on inclusivity and the value of every employee's contribution. Our core values propel us towards our vision of being the premier Translation Management System (TMS) provider for enterprises.

In this role, you will be responsible for offering exceptional technical support to our clients through various channels, including Jira Service Management, live chat, phone calls, and video conferencing. You will troubleshoot technical issues, propose improvements, and collaborate closely with the IT department on projects, including feature enhancements and updates for the FlowFit TBMS product.

Key Responsibilities:

  • Oversee the progress of incident resolution, ensuring timely completion.
  • Communicate status updates to relevant stakeholders.
  • Uphold customer satisfaction by providing prompt and effective support.
  • Maintain detailed records of operational tasks and monitor their execution.
  • Contribute to the enrichment of our knowledge base with updated procedures and operational instructions.
  • Implement and maintain standardized methods and procedures for optimal efficiency.
  • Ensure compliance with audit, quality, and safety standards.

Support Duties:

  • Address customer inquiries regarding incidents, service requests, and general information.
  • Provide expert technical guidance on our FlowFit TBMS system.
  • Document problem resolutions and contribute to knowledge sharing.

About XTM Inc.

At XTM Inc., we specialize in delivering state-of-the-art solutions for translation management. Our mission is to enable businesses to access global markets effectively by automating and managing all facets of localization. With a focus on collaboration and a passion for language technology, we strive to create a work environment where every employee feels valued and empowered to contribute their best.

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