Technical Support Advisor L1

About the role

LGI Healthcare Solutions, part of a company building healthcare software for over 40 years, is hiring a Level 1 Technical Support Advisor in Montreal. You will be the main point of contact between the company and its customers, ensuring a smooth and positive experience through quality technical support and solutions tailored to users' needs.

Key responsibilities

• Communicate effectively and empathetically with customers by phone or e-mail, quickly identifying their needs and offering appropriate solutions.
• Guide customers step by step in solving technical problems, using language understandable to a non-technical audience.
• Follow up personally and keep customers informed throughout incident resolution.
• Maintain accurate documentation of customer interactions so the history is well traced.
• Escalate complex or unresolved issues to specialized technical teams while keeping the customer informed.
• Take part in ongoing training to improve communication skills and technical knowledge.
• Recommend best practices for using products and services.

Required profile

• Degree in computer science, information technology or a related field.
• One to three years of experience in a technical support role with a strong customer-facing component.
• Excellent French-language communication skills, working with French documentation and French-speaking partners, customers, suppliers and colleagues; a good command of English is an asset.
• Experience using artificial intelligence (e.g., for case analysis or agent creation) is a significant asset, as is experience supporting business intelligence (BI) applications.

Required skills

• Excellent knowledge of Windows environments; Linux or Solaris experience is an asset.
• Strong active listening, empathy, patience and interpersonal skills, including handling tense situations professionally.
• Ability to diagnose and resolve technical issues and explain solutions clearly.

What we offer

• Group insurance from day one, a group RRSP with employer contributions, 24/7 telemedicine and an employee and family assistance program.
• At least 3 weeks of vacation per year.
• Continuous learning culture with training time, a skills development platform and access to tools.