POSITION SUMMARY

We are seeking a Level 1 Associate Technical Support Analyst to join our global support team and provide first-line support for our Document Automation clients. You will leverage your technical knowledge and communication skills to troubleshoot issues, guide users, and ensure a high level of customer satisfaction. This is an exciting opportunity for someone early in their career who is a self-starter eager to dig in and grow!

REQUIRED QUALIFICATIONS

• 1+ years of experience in technical support within a SaaS or software environment.
• Strong proficiency in Microsoft Word and Office.
• Hands-on experience with Dynamics 365, Salesforce, or SugarCRM.
• Foundational knowledge of web technologies: IIS, JavaScript, XML, JSON.
• Bilingual: French and English.
• Strong organizational skills.
• Customer-first attitude
• Self-Starter, Self-Motivated

• Serve as the first point of contact for Document Automation support across North America and Europe.
• Troubleshoot technical issues related to integrations (e.g., Dynamics 365, Salesforce, SharePoint, SSO, e-signature tools).
• Manage ticket queues and meet SLAs.
• Maintain strong client relationships through proactive communication.
• Contribute to internal and client-facing documentation.
• Escalate unresolved issues as needed.
• Provide updates on system availability.