Technical Support and Quality Assurance Specialist

Are you dedicated to helping others and providing your customers with the best possible experience? Do you want to have a positive impact on the daily life of businesses across North America? Are you ready for an adventure in the world of startups and entrepreneurship? If so, strap on your cap, this may be the job for you!

Voilà! is looking for a Technical Support and Quality Assurance Specialist. This role is about providing exceptional customer service when our customers need it most. You will help them run their business successfully by providing them with useful resources and solving technical problems.

The all-star player we’re looking for will empathize with our users and help them get the most value from our software. You will also be the voice of our technical team with whom you will work closely to improve our user’s experience.

At the same time, you will collaborate in the process of ensuring the quality of our product to familiarize yourself with our most recent innovations and to ensure that they meet the needs of our customers.

What we’re offering:

  • Opportunity to join a high growth company
  • A lot of autonomy, flexible work culture and the possibility of working remotely
  • Exposure to modern and proven technology
  • An environment that encourages initiative and leadership

What you’ll be doing

  • Troubleshoot and resolve technical issues by phone, email and chat
  • Provide exceptional, courteous, precise and prompt customer service
  • Manage and prioritize incoming customer requests
  • Document and track customer issues and resolutions
  • Collaborate with colleagues and other departments on specific issues impacting users.
  • Collaborate in the creation and management of an internal knowledge base
  • Work on special projects as needed
  • Carry out different test scenarios and document the results for the product team

What you will bring to the team

  • Customer service and support experience
  • Ability to understand the operational and schedule management processes of our clients
  • Excellent oral and written communication skills in English and French
  • Ability to handle multiple tasks at once: incoming phone calls, emails, chats
  • Ability to communicate clearly over the phone, adopting a customer-centric attitude
  • Proven ability and mindset for problem solving
  • The ability to empathize with the needs and technical acuity of each client
Nice to have:
  • Technical support experience
  • Project management skills
  • Excellent sense of organization
  • Attention to detail
  • Experience in technical problem solving
  • Experience in managing employee schedules
  • Thoroughness and ability to clearly document technical issues

About Voilà!

Voilà!’s mission is to put scheduling and workforce management on autopilot. We work with medium and large organizations to understand the nuts and bolts of their processes and streamline their processes. Our core values revolve around innovation, empathy and a little craziness that makes us both reach for the moon while sipping a cool Friday afternoon IPA.

Founded by a team of skilled HR professionals whom are also behind former recruitment SaaS leader Taleo, Voilà! is also back by leading Quebec and international investors including Inovia, Panache and Telegraph Hill Capital.