IT & Simulation support specialist (level 1)
CM Labs
Montréal, QC
Job Description

CM Labs is currently seeking an IT and Simulator Support Specialist for a permanent position. Reporting to the Support Manager, the chosen candidate will be responsible of investigating, researching, responding and providing resolution to all incoming inquiries and requests from clients in our customer support portal.

Serve as the first point of contact for inbound support requests via web, e-mail and phone ;

Provide post-sale customer support for issues such as application installation, configuration, and training ;

Manage incident backlog and providing customers resolution status ;
Document recurring problems ;

Provides resolution on first level type of issues (licenses renewal, software load update computer hardware troubleshooting) ;

Follow up issues internally to ensure fast and efficient response to customer ;

Escalate the more complex issues to Development/ QA teams ;

Adhere and participate in customer support processes ;

Occasionally participate in the quality control activities of our simulation products;

Occasionally participate in the preparation of a simulator installation.


Background experience in IT helpdesk, simulation, games or multimedia ;

Experience with technical software support or customer facing role ;

Bachelor degree or D.E.C with professional experience ;

Strong desire to work on technical challenges combined with close customer interactions ;

Excellent English written and verbal communication skills / customer service oriented ;

Experience in quality control will be considered as a strong asset ;

Able to travel if necessary to visit clients (USA, Europe, Asia) ;

Sharp logical and analytical skills.

Additional Information

What We Offer

The chance to have an impact on the real world by working on innovative and challenging projects and creating cutting edge technology ;
Flexible work schedule ;
Work-life balance ;
Paid week off (additional vacation week) between Christmas and New Years ;
Company discounts (Transport, Gym, Ski hills, special events) ;
The masculine gender is used in this text without discrimination, to facilitate reading.