About the job
At ProgressionLIVE, a proud member of the Valsoft family, we create innovative web and mobile applications designed to help businesses efficiently plan, manage, and track their field operations in real-time. Our expertise lies within the HVAC, plumbing, and electrical sectors, and our solution is rapidly expanding into the construction industry.
Our platform is trusted by hundreds of organizations across Canada, supporting diverse sectors such as construction, transportation, maintenance, and services. With ProgressionLIVE, our clients streamline their operations, minimize errors and paperwork, and enhance team productivity, leading to a more enjoyable and efficient experience for both customers and employees.
As a Technical Support Agent, you'll be a vital link between our clients and our technology. Your interactions will shape the client experience, and your efforts will make a meaningful impact on the daily operations of our subscribers.
What does a Technical Support Agent do daily?
- Respond to customer inquiries with courtesy, empathy, and professionalism.
- Guide customers in using our software effectively.
- Actively listen to customer needs.
- Efficiently resolve issues.
- Clearly explain solutions in a straightforward and reassuring manner.
- Conduct thorough follow-ups on requests.
- Document interactions and solutions.
- Escalate complex technical issues at the right time.
- Collaborate with internal teams to enhance customer experience.
You will work 37.5 hours per week during the probationary period (first 3 months). If successful, you will transition to a second level with a reduced workload of 32 hours, while still being compensated for 37.5 hours (yes, really).
You'll have the option to work remotely or from the office, based on your preference. Some travel to our Trois-Rivières office may be required for team activities.
To thrive in this position, you ideally have:
- A college diploma or equivalent training.
- Fluency in both English and French to effectively support clients across various regions.
- Experience in B2B customer service.
- Comfort with technology.
Experience in the following areas is a plus:
- SaaS platforms.
- Ticket management systems or CRMs.

