{"id":3119740,"url":"https://alion.io/job/cm-labs-simulations-customer-support-specialist","title":"Customer Support Specialist","company":{"id":2320889,"name":"CM Labs Simulations","domain":"cm-labs.com","url":"https://alion.io/company/cm-labs","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Montreal, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":28000,"max_usd":72000,"period":"year","method":"role_country_seniority_unknown","sample_n":383},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-22T23:56:10Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-30T02:56:18Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"CM-Labs est actuellement à la recherche d’un spécialiste du support client hautement motivé et axé sur les détails. Dans ce rôle, vous serez le point de contact principal pour traiter les demandes de support entrantes via le web, e-mail et téléphone.\nPrésentation de l’Entreprise :\nCM-Labs est une entreprise technologique spécialisée dans le développement de solutions de simulation avancées pour des secteurs tels que la construction, l’ingénierie et la formation. Nos produits logiciels et matériels innovants permettent aux organisations d’améliorer leurs opérations, grâce à des environnements virtuels réalistes. Dans le cadre de notre croissance, nous sommes à la recherche d’un spécialiste du support client motivé et attentif aux détails pour rejoindre notre équipe de Support.\nRôle et responsabilités\nFournir un soutien à la clientèle exceptionnel pour le dépannage, l’installation d’applications, la configuration et la formation.\nRésoudre les problèmes de premier niveau liés au renouvellement des licences, les mises à jour logicielles et le diagnostic des problèmes hardware.\nGérer efficacement les incidents et les demandes via les systèmes de billetteries.\nOffrir des mises à jour régulières et une résolution aux clients de manière claire et opportune.\nDocumenter les problèmes récurrents dans la base de données pour améliorer l’efficacité de l’équipe.\nRespecter et participer activement aux procédures de support.\nEscalader les problèmes complexes aux équipes de niveau 2/3 et assurer un suivi interne rapide pour une réponse client rapide.\nExigences\nUn diplôme en informatique avec une compréhension solide des logiciels Windows.\nAu moins 5 ans d’expérience dans le support technique de logiciels ou un rôle orienté client.\nUne forte passion pour relever les défis techniques tout en maintenant une interaction étroite avec le client.\nDes compétences exceptionnelles en communication écrite et verbale en anglais et en français.\nUn état d’esprit orienté service client avec d’excellentes compétences logiques et analytiques.\nUne expérience antérieure dans les opérations du helpdesk informatique.\nUne connaissance approfondie des systèmes d’exploitation Windows, y compris Windows 10 et 11.\nUne maîtrise des concepts de réseau, y compris le ping, les adresses IP et le dépannage réseau.\nUne familiarité avec les outils de connexion à distance tels que TeamViewer et VNC.\nConnaissances de base pour utiliser un terminal Linux.\nEmployeur garantissant l’égalité des chances\nNous accueillons et valorisons la diversité. Tous les candidats qualifiés seront considérés pour l’emploi sans distinction de race, de couleur, de religion, d’identité de genre, d’orientation sexuelle, d’origine nationale, d’âge ou d’incapacité.\nDécouvrez notre ensemble complet d’avantages\nChez CM-Labs, nous croyons en la prise en charge de nos employés et en leur bien-être. Dans le cadre de notre engagement envers la création d’un environnement de travail positif, nous proposons un ensemble complet et compétitif d’avantages sociaux à tous nos membres d’équipe. Voici quelques avantages dont vous pourrez profiter en rejoignant notre équipe dynamique :\nCouverture Santé :Accès à des plans d’assurance médicale, dentaire et de vision pour vous et votre famille.\nAssurance Complète :Profitez d’une tranquillité d’esprit avec une couverture complète, y compris l’assurance voyage et vie.\nPlanification de la Retraite :Sécurisez votre avenir avec des plans d’épargne-retraite et des cotisations correspondantes au REER.\nCongé Payé :Une politique généreuse inclut des congés de vacances, des jours fériés, du temps personnel et une semaine supplémentaire pendant les fêtes.\nVendredis d’été :Après-midis libres en juillet et août, selon la charge de travail.\nChez CM-Labs, nous donnons la priorité au bonheur et à la réussite de nos employés, et notre ensemble d’avantages reflète cet engagement. Rejoignez-nous et faites partie d’une équipe qui vous valorise, soutient votre développement et célèbre vos réussites tout en vous offrant de nombreuses occasions de contribuer aux causes qui vous tiennent à cœur et de célébrer les moments importants de votre vie personnelle.\nCe poste exige une parfaite maîtrise du français et de l’anglais, puisque la majorité de nos clients sont anglophones.\n-------------------------------------------------------------------------------------------------------------------\nCM-Labs is currently looking for a highly motivated and detail-oriented Customer Support Specialist. In this role, you will be the primary point of contact for handling inbound support requests through web, email, and phone.\nCompany Overview:\nCM-Labs is a cutting-edge technology company specializing in developing advanced simulation solutions for industries such as construction, engineering, and training. Our innovative software and hardware products empower organizations to enhance their operations through realistic virtual environments. As we continue to grow, we are seeking a detail-oriented and motivated Customer Support Specialist to join our Support team.\nRoles and Responsibilities\nProvide exceptional customer support for troubleshooting, application installations, configuration, and training.\nResolving first-level issues related to license renewals, software updates, and hardware troubleshooting.\nManaging incidents and requests efficiently through the ticketing systems.\nOffering regular updates and resolution status to customers in a clear and timely manner.\nDocumenting recurring problems in the knowledge base to enhance team efficiency.\nAdhering to and actively participating in customer support processes.\nEscalating complex issues to Level 2 teams and ensuring prompt follow-up internally for a swift customer response.\nRequirements\nA degree in Computer Science with a solid understanding of Windows software.\nMinimum 5 years of experience in technical software support or a customer-facing role.\nStrong passion for tackling technical challenges while maintaining close customer interaction.\nProficient in both English and French, written and spoken, to effectively communicate and engage with customers.\nCustomer service-oriented mindset with great logical and analytical skills.\nBackground experience in IT helpdesk operations.\nIn-depth knowledge of Windows operating systems, including Windows 10 and 11.\nProficiency in networking concepts, including ping, IP addresses, and network troubleshooting.\nFamiliarity with remote connection tools such as TeamViewer and VNC.\nBasic command interface knowledge in Linux.\nEqual Opportunity Employer\nWe welcome and embrace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, age, or disability.\nDiscover Our Comprehensive Benefits Package\nAt CM-Labs, we believe in taking care of our employees and ensuring their well-being. As part of our commitment to fostering a positive work environment, we offer a competitive and comprehensive benefits package to all our team members. Here are some of the perks you can enjoy when you join our dynamic workforce:\nHealthcare Coverage:Access medical, dental, and vision insurance plans for you and your family.\nComprehensive Insurance:Enjoy peace of mind with inclusive coverage, including travel and life insurance.\nRetirement Planning:Secure your future with retirement savings plans and RRSP matching.\nPaid Time Off:Generous policy includes vacation, holidays, personal time, and a bonus week off during holidays.\nSummer Fridays:Afternoons off on Fridays in July and August, workload permitting.\nAt CM-Labs, we prioritize our employees’ happiness and success, and our benefits package reflects that commitment. Join us and be a part of a team that values you, supports your growth, and celebrates your achievements while providing ample opportunities to contribute to causes you care about and celebrate significant milestones in your personal life.\nThis position requires full bilingual proficiency in French and English, as the majority of our customers are English-speaking.","description_format":"text","description_chars":8111,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Life insurance","Retirement plans","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Simulation & Digital Twin Software"],"lifecycle":[{"event":"open","at":"2026-10-22T23:56:10Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.851,"p_room":1,"age_days":6,"expected_fill_days":24,"reasons":["conf:0","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/cm-labs-simulations-customer-support-specialist","json_url":"https://alion.io/job/cm-labs-simulations-customer-support-specialist.json","meta":{"generated_at":"2026-10-30T04:26:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6036,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2320889},"rest":"https://alion.io/mcp/rest/get_company?id=2320889"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcm-labs-simulations-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcm-labs-simulations-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcm-labs-simulations-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cm-labs-simulations-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcm-labs-simulations-customer-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3119740}},{"tool":"search_jobs","arguments":{"company":"cm-labs.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3119740},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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