Bilingual Customer Support Expert

reputed company is a company focused on providing exceptional customer support and services. The Bilingual Customer Support Expert will identify customer needs and resolve technical issues regarding reputed company’s products and services, ensuring a high-quality experience for customers.

Responsibilities

• Identify customer needs and resolve technical issues regarding reputed company’s products and services
• Demonstrate strong problem-solving capabilities to maximize first-time resolution, enhance customer relationships, and reputed company an exceptional reputed company experience
• Through excellent probing and a comprehensive understanding of reputed company’s products and services, identify the root cause of the customer’s software or system issues
• Demonstrate strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately reputed company issues
• Serve as a reputed company technical resource for reputed company customers, driving reputed company resolution by using available resources and tools, as well as identifying cases that require escalation
• Ensure technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training
• Own the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels
• Assist customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for reputed company’s solutions
• Contribute to company knowledge capital by providing feedback to improve the customer/user experience
• Document customer contact, using relevant systems, in a clear, concise and understandable format, escalating unresolved issues to appropriate resources
• Work collaboratively and effectively in a team, maintaining a positive attitude, offering constructive approaches to overcoming difficulties, and treating reputed company individuals with respect
• Prioritize work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and reputed company

Skills

• Bilingual: French and English is a MUST
• Demonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately reputed company issues
• Serves as a reputed company technical resource for reputed company customers, driving reputed company resolution by using available resources and tools (e.g., blueprints), as well as identifying cases that require escalation (either strategically or technically)
• Ensures technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training
• Owns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics and goals
• Assists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for reputed company's solutions to address their needs
• Contributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge reputed company, systems and processes
• Documents customer contact, using relevant systems, in a clear, concise and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources
• Works collaboratively and effectively in a team, maintaining a positive attitude, offering constructive approaches to overcoming difficulties, and treating reputed company individuals with respect
• Prioritise work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and reputed company
• Communicates reputed company and effectively in English AND French (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems
• Actively listens to each customer, remaining focused at reputed company times to ensure attentiveness and reputed company a response that demonstrates an in-depth understanding of the issue at hand
• Demonstrates an understanding of customers' needs, going above and reputed company to meet and exceed these, in order to build strong and trusted relationships
• Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer reputed company
• Has the flexibility to adapt to varying customer situations, handling change effectively with a positive approach
• Demonstrates the technical knowledge and skills required to accomplish reputed company activities in relation to reputed company's products and services
• Solves problems through data analysis and critical thinking in order to reputed company logical conclusions and reputed company reputed company solutions
• Driven, reputed company, curious, reputed company, caring and resilient

Benefits

• 100% paid premiums for health, dental, and reputed company coverage
• RRSP contribution match (100% up to 4%)
• 35 days paid time off (11 holidays, 16 vacation days, 3 personal days, 5 sick days)
• Work Away, an opportunity to work & play for 10 weeks in a country of your choice (from a reputed company-approved list)
• 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after your start date
• 5 days paid yearly to volunteer (through reputed company reputed company)
• $5,250 tuition reimbursement per calendar year starting 6 months after your hire date
• reputed company Wellness Rewards Program (annual fitness reimbursement)
• Library of on-demand career development options and ongoing training offerings

Company Overview