Support Agent (Level 1 – Technical Support)

About Cogep Cogep is a leading software company specializing in maintenance management (CMMS / EAM) solutions. For over 35 years, our platform Guide Ti has empowered organizations across manufacturing, mining, infrastructure, energy, healthcare, and transportation to improve asset performance, reliability, and operational efficiency.

As we continue to grow and expand our customer base globally, we are strengthening our Technical Support team to ensure our clients keep receiving the best service in the industry. Joining Cogep means combining the stability of an established brand with the momentum of a company reinventing the future of maintenance technology.

The Role The Support Agent (Level 1) is the face of Cogep Support and the first point of contact for our customers. You provide timely, accurate, and empathetic assistance, resolving common technical issues and documenting every case with precision. When issues require deeper technical expertise, you ensure smooth and complete handoffs to higher-level teams. This position is ideal for someone who thrives on solving problems, learning continuously, and providing an outstanding customer experience.

 

What You’ll Do

· Serve as the first line of contact for all customer support inquiries.

· Diagnose and resolve Level 1 incidents quickly and accurately using established procedures and knowledge resources.

· Provide technical guidance on installation, configuration, and use of the Guide Ti software.

· Assist customers with updates, patches, and component installations.

· Manage ticket queues proactively, meeting all Service Level Agreement (SLA) timelines for response and updates.

· Accurately triage incoming tickets: categorize, verify customer and license information, and assign appropriate priority.

· Troubleshoot within Cogep’s software environment and identify when escalation is needed.

· Document all actions, findings, and communications in JIRA, ensuring traceability and clarity.

· Escalate complex or systemic issues to Level 2 support, providing complete diagnostic context and replication steps.

· Support customers during server migrations or integrations involving Guide Ti components.

· Communicate professionally and empathetically in both French and English, maintaining clear and timely follow-ups.

· Contribute to continuous improvement by suggesting updates to documentation, workflows, or training content.

 

What You Bring

· College diploma (DEC) or equivalent technical education (required).

· Minimum 3 years of experience in Customer Service and software support (required).

· Bilingual in French and English (mandatory); Spanish is an asset.

· Strong problem-solving skills and attention to detail.

· Excellent written and verbal communication skills.

· Familiarity with Microsoft SQL Server (queries, backup, restore) and network basics.

· Ability to manage multiple priorities while maintaining composure and professionalism.

· Strong organizational and documentation skills.

· Willingness to learn and follow structured support procedures.

· Customer-first mindset with patience and empathy in every interaction.

 

Nice to Have

· Experience with CMMS, ERP, or other enterprise software systems.

· Experience using JIRA or similar ticketing platforms.

· Understanding of API connections, data integrations, or server environments.

 

Why Cogep

· Highly competitive compensation based on experience

· Flexible working hours and strong work-life balance

· Personal leave days and remote work options

· Competitive group insurance and employer contributions to a retirement plan (RVER)

· Permanent, full-time role with performance bonuses

· Growth opportunities within a stable, innovative company

 

Please send your resume to [email protected]