Customer Service Manager leading the USCA Customer Service Organization for PPG. Driving efficiency, service excellence, and talent development across the organization.
About the role
- Application Support Specialist for Consoltec providing technical support and collaboration on FlowFit TBMS, ensuring customer satisfaction and incident resolution.
Responsibilities
- Provide technical support to customers through all available communication channels, such as Jira Service Management, live chat, phone calls, and video calls.
- Resolve technical issues, identify areas for improvement, and take initiative by collaborating with the IT department to implement projects, including the addition of new features and upgrades to the FlowFit TBMS product.
- Monitor progress of incident resolution and ensure deadlines are met.
- Inform the concerned persons of the status of their request.
- Ensure customer satisfaction.
- Ensure monitoring, recording and reporting of tasks associated with current operations.
- Participate in the updating of the knowledge base (procedures, operational instructions).
- Develop, maintain and properly apply planned methods and procedures.
- Ensure compliance with audit, quality and safety standards.
- Respond to customer inquiries (incidents, service requests and information requests)
- Provide technical advice on our FlowFit TBMS system.
- Contribute to the resolution of problems and their documentation.
Requirements
- At least 3 years of B2B customer service experience
- Expertise in front-line IT support
- DEC or AEC in computer science, network management, networking and computer security, or any other relevant training
- Action-oriented and committed to customer satisfaction.
- Strong aptitude for teamwork and a great ability to establish a positive and trustworthy climate for exchanges with customers.
- Excellent organizational skills and ability to manage priorities and be rigorous in following up on files.
- Be comfortable in a work environment where deadlines can be short.
- Excellent analytical and problem-solving skills.
- Be perfectly bilingual in order to serve our international clientele (English and French)
- Nice to have..
- Knowledge of the Jira Service Management platform
- Knowledge of the translation field
- Knowledge of translation project management applications (FlowFit, Plunet, XTRF) and CAT tools (memoQ and Trados)
- Knowledge of MS Azure, SQL server, IIS.
Benefits
- **What You Can Expect**** Beyond a competitive salary, we offer a range of benefits designed to support your life and career, including:
- **Professional development**, with access to international opportunities and career advancement programs
- **Continuous learning**, powered by top-tier tools, training resources, and industry expertise
- Benefits may vary by location — your Talent Partner will provide full details during the hiring process.
- **Everyone Belongs at XTM****At XTM, we design experiences that reflect and include the full spectrum of people we serve — and that begins with our own team. We're dedicated to building a workplace where inclusion isn’t just a value, but a daily practice. Here, you’ll find the support and encouragement to grow, succeed, and truly belong - no matter your background. Explore our Diversity & Inclusion page to see how we’re shaping a more inclusive future at XTM.
- **The Application Journey**** When you apply, our Talent Acquisition team will carefully review your application. If your experience aligns with the role, we’ll be in touch to guide you through the next steps.
- ⚠️ **Recruitment Alert**: Please be aware of fraudulent recruitment activity. Only engage with XTM emails ending in @xtm-intl.com, xtm.ai and xtm.cloud OR transifex.com.
- We’re also committed to accessibility and inclusive hiring. If you need accommodations at any stage of the process, please indicate this in your application or speak directly with the Talent Partner.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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