Job Description

Location: Hybrid - 3 days a week at the office (Sherbrooke or Montreal)

Here's what we do and why we do it

We simplify business IT with cloud technology so clients can focus on what matters—making people’s lives better. Learn more : www.sherweb.com/about/

Here's how you will contribute to the company’s success

Join a close-knit team where people are central to every decision. If you’re proactive, empathetic, and thrive on learning from new challenges, this is for you.

• Provide excellent customer service via calls, emails, and online inquiries.
• Troubleshoot, educate, and communicate support options.
• Own all steps of technical case resolution: diagnosis, remote support, solution finding, and documentation.
• Detail tickets, explain problems and reproduction procedures.
• Triage requests, follow up, and propose improvements.
• Prioritize customer satisfaction.
• Stay updated on industry trends and technology.
• Liaise with customers and corporate support groups.
• Diagnose and prioritize issues with sound judgment.
• Develop a strong understanding of the application.

Here's what you need to have and master to get the job

• DEC or AEC, or relevant experience with strong interest in IT.
• Minimum 5 years in customer service.
• Bilingual (French & English, spoken and written).
• Flexible hours available for emergencies.
• Knowledge of C2 tool is a significant asset.
• Knowledge of SQL, IIS, Windows, ITIL framework is an asset.
• Strong skills with Microsoft tools (Excel)
• Responsible and self-taught.
• Work from office at least 3 days per week 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
• 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

• A base salary ranging between $54,880 and $78,400 yearly
• 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

At Sherweb, we believe in pay transparency and fairness. The salary range provided is intended to give an indication of what you might expect for this role. However, we recognize that each candidate brings a unique set of skills and experiences. As such, the final compensation package will be tailored to reflect the specific qualifications and expertise of the chosen candidate, ensuring that we remain competitive and equitable in our offerings.

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.

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