Job title:
Bilingual Technical Customer Support Associate
Company
Finastra
Job description
Responsibilities:Responsibilities & Deliverables:
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
Expected salary
Location
Mississauga, ON
Job date
Thu, 27 Feb 2025 06:28:36 GMT
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