Technical Support Agent

Job Description

Reporting to the VP of Sales and Customer Experience, the Level 1 Technical Support Agent must be involved in the process of assisting and integrating the solution with our customers.


The primary responsibility of a Technical Support Agent is to assist customers with a goal of resolving technical issues they encounter. Thus, he will have to:

  • Answer to incoming calls, emails, and chat requests from customers;
  • Analyze their problem, make a diagnosis and use a solution path;
  • Follow up with the client and the internal team to verify the resolution of the outcome;
  • Contribute to knowledge sharing by writing documentation;
  • Proceed to the registration, progression and tracking of tickets;
  • Escalate the incident to a higher level, if applicable;
  • Perform a limited number of remote technical support activities (TeamViewer);
  • Offer excellent technical support with professionalism, efficiency and courtesy.


  • 0 to 2 years of experience in customer service or any other related field;
  • Bilingualism (French and English) required;
  • Experience in troubleshooting mobile devices (iOS and Android) and computers (Windows, MacOS, Chrome, Firefox, etc.);
  • Networking knowledge an asset;
  • Experiences in AGILE environment, an asset;

Required profile

We are looking for a dynamic person with excellent communication and interpersonal skills. The ideal candidate is able to manage conflict situations with the client, if necessary. Then, he must have a natural ease of listening, a team spirit and a willingness to be involved in the success of the company.

Working conditions

  • Competitive salary
  • Free and unlimited coffee
  • Free pastries
  • Subsidized meals
  • Group Insurance
  • Summer schedule lightened
  • 3 weeks of paid vacation
  • Sports and organized activities

Job Details

Location: 1640 6th Street, Trois-Rivières (QC) G8Y 5B8
Number of available positions: 1
Employment status: Permanent
Work schedule: Full time
Work shift: Day

About the company

Diffusion Integrated Solutions is a company based in Trois-Rivieres, Montreal and Granby, with more than 20 employees and more than 400 clients in North America. We have been developing ProgressionLIVE, a dispatch software and mobile task management solution, for more than 12 years.

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