Bilingual Technical Customer Support Associate

Responsibilities:

Your deliverables as a Bilingual Customer Support Associate will include, but are not limited to the following:

• Acting with intensity and passion you will perform speedy analysis and issue resolution of software related issues;
• Be familiar with the range of product offerings available and identify suitable solutions to be presented to clients and own the overall experience;
• Gains a deep understanding of the customer experience - identify and fill product gaps, generate new ideas that grow market share, and drive and subscription growth and client retention;
• Uses communication and client/customer service skills to clarify process and service standards; maintains composure in handling escalations and is sensitive to audience diversity;
• Identify and develop opportunities for up-selling and cross selling to paid subscription services
• Records, identifies and links key issues and patterns in ticketing systems and raise as escalations to next Tier of Support as appropriate;
• Identifies continuous improvement opportunities for processes which may improve customer experience;
• Other duties as assigned by your manager;

Required Skills & Experience:

• 1-2-year experience in a support role in a helpdesk/call center environment would be an asset;
• Product support, cross-selling opportunity and some sales experience would be an asset;
• PC Hardware and Software troubleshooting experience;
• Superior written and verbal communication skills in French and English (mandatory), additional languages would be considered an asset
• Previous experience using chatbot, digital communication engagement with customers
• Strong browser & Experience with Multiple Operating Systems support
• Ability to work independently, apply judgment, maintain stable performance under stress and flexibility in an evolving work environment.
• Mortgage broker or lending origination experience will be considered a strong asset
• Mortgage industry knowledge and Lending knowledge is a strong asset

Education/Certifications:

Post-secondary diploma or certificate holder experience