spécialiste des opérations

Appdirect
Montreal
Full timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsEducation: bachelorsSkills: ["Data-driven decision making","Ability to learn quickly","Collaboration","Proactivity","Problem-solving"]

Collaborate with third-party partners and internal support teams to deliver world-class technical support for cloud productivity applications. Design tools using Devs.ai to improve operational efficiency, track productivity with dashboards and reporting, and support program launches from concept through optimization. Partner on strategic planning to increase revenue and reduce costs, analyze operational KPIs, and work with the quality team to continuously improve support processes and guidance for customer support staff.

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Appdirect
Appdirect
2 days ago

spécialiste des opérations

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Last checked: 19 hours agoStatus: Live

Job Summary

Collaborate with third-party partners and internal support teams to deliver world-class technical support for cloud productivity applications. Design tools using Devs.ai to improve operational efficiency, track productivity with dashboards and reporting, and support program launches from concept through optimization. Partner on strategic planning to increase revenue and reduce costs, analyze operational KPIs, and work with the quality team to continuously improve support processes and guidance for customer support staff.
Location: Montreal
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Collaborate with third-party partners and internal support teams to meet the highest quality standards.
  • •Use Devs.ai or similar platforms to design tools that maximize operational efficiency.
  • •Monitor productivity using data analysis, reporting, and communication to stakeholders; strong Excel knowledge is an asset.
  • •Participate in program launches from project initiation through operational optimization.
  • •Provide expert support and guidance to customer support team members regarding cloud applications from Microsoft, Google, and other providers.

Key Requirements

  • •3 to 5 years delivering services, managing operations, customer service, or a related field, with experience providing advanced technical support for productivity solutions and cloud applications.
  • •Familiarity with call center software, customer relationship management (CRM) systems, and other relevant technologies.
  • •Experience with call center KPIs such as CSAT, NPS, FCR, AHT, and other relevant metrics.
  • •Experience using AI support tools and LLM/LLM-based platforms for troubleshooting, managing knowledge bases, and improving operational efficiency.
  • •A bachelor’s degree in business administration, operations management, IT, or a related field is considered an asset.
Experience:3-5 years
Education:Bachelor's in business administration, operations management, information technology (or related)
Skills:Data-driven decision makingAbility to learn quicklyCollaborationProactivityProblem-solving
Languages:French
Tech Stack:Devs.aiExcelMicrosoft 365MicrosoftGoogle AppsGoogleAILLMCRMCSATNPSFCRAHT

Company Brief

Appdirect
Provides a cloud commerce platform enabling businesses and service providers to sell, distribute, and manage subscriptions, digital services, and third-party applications through marketplaces and billing/commerce tools.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2009
WebsiteLinkedIn