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Procom: Bilingual Technical Support Customer Services Agents

Procom

This is a Full-time position in Waterloo, QC posted October 20, 2021.

Bilingual Technical Support Customer Service Agents On behalf of our client in the Financial Services Sector, PROCOM is looking for multiple Bilingual Technical Support Customer Service Agents.Bilingual Technical Support Customer Service Agent – Job DescriptionAs a member of the Advisor Technology Support Team:You will be the first line of support for the Advisor community’s’ technical issues.You will work as part of an IT support team, proactively coming up with solutions.You’ll be aware that the client wants to get back to work as soon as possible.

Your job will be to facilitate this in the best way possible.Liaising between Advisors and ATS Specialist to schedule technical supportManaging ATS Specialist Calendars and assign work effectivelyHave resourceful and creative problem-solving approachAddress and triage email supportYou’ll decide the best way to help the client by listening carefully & asking the right questions to find out exactly what is needed.You can search the Knowledge Base (KB) by typing in a few key words.You can ask more experienced colleagues for help, in person or in online real-time group chats, both for general questions and more specialized teams.

There is also a coach available for help and guidance.

You may take the call, but you always have a support team around you to ensure you get the client to the best resolution.After each call, you will log the details to help us track and learn from the calls we get to help improve our client’s experiences.When you can‘t fix it yourself, you may need to send the issue on to a specialized team, keeping your client informed of the next steps.By sharing your experiences from each call you also help with maintaining and improving the Knowledge Base, in turn helping us to improve the service offered to our clients.You will look for opportunities to streamline your daily tasks to add value to the team, your client and sometimes both.Bilingual Technical Support Customer Service Agent – Mandatory SkillsMinimum 2 years in a bilingual support roleExcellent customer serviceExcellent communication skills (verbal and written)Attention to detailAbility to adapt quickly and comfortably to changeProfessional telephone etiquetteStrong team playerKnowledge of Wealth and financial products, specifically Mutual FundsExhibit professionalism within the workplaceSolid analytical and problem-solving skills with the ability to multitask proficiently in a fast-paced performance driven environmentComputer proficiencyOpen to receiving and incorporating constructive feedback and coachingHandle stressful situations in a calm and professional mannerBilingual Technical Support Customer Service Agent Nice to Have SkillsExperience working with Service NowBilingual Technical Support Customer Service Agent Assignment Start DateASAP – 6 months to startBilingual Technical Support Customer Service Agent Assignment LocationToronto or Waterloo Work Remotely