Bilingual Technical Customer Service Agent
8 hours ago
Description
• Handle inbound customer inquiries and provide timely and accurate responses. • Initiate outbound calls to address customer concerns and ensure they have a positive experience in a timely manner. • Work within multiple channels to include chat, case (written), and phone calls (verbal). • Collaborate with cross-functional teams to expedite issue resolution and enhance the overall customer experience. • Assist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms. • Use CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases. • Handle approximately 60 - 100 interactions per day, including calls, chats, cases, and Slack channel requests, ensuring quality standards for all interactions are met.
Requirements
• Bilingual-French/English: Both written and spoken • 3+ Years of customer service or technical support experience. • Bachelor's degree in business or other related field. • Proficiency in handling customer inquiries, resolving issues, and managing customer expectations. • Strong organizational and time management skills. • The ability to troubleshoot within technical applications and proficiency in utilizing multiple applications at once. • Excellent oral and written communication skills.
Benefits
• Competitive pay • Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US) • Immediately vested 401K (US) or RRSP (Canada) with company match • Paid Vacation, Personal, and Sick Time • Paid maternity and paternity leave (US) • Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US) • Robust Employee Assistance Program • Employer paid Leap into Service Day to volunteer • Tuition Reimbursement for eligible programs • Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization • Company culture of internal promotions, diverse career paths, and rapid advancement
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