Tier 2 Client Support Specialist, Multi-Lingual – French Speaking
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Job Description
Providing mobility technical support and 5-star customer service to global clients. Troubleshooting issues for clients speaking English or Canadian French.
Responsibilities:
- Provide mobility technical support & 5-star customer service to brightfin’s global clients.
- Answering 20 - 30 calls per day, supporting clients speaking English or Canadian French.
- Managing communications with customers through various channels (phone, live chat, tickets submitted in our online portal).
- Completing customer submitted tickets in a timely manner in ServiceNow.
- Personal ownership of calls from start to resolution.
- Contribute positively to company goals by meeting and exceeding department timelines.
- Acting with a consultative approach towards end-users and network carriers.
- Ability to provide clear technical support instructions to a variety of corporate end-users with different needs.
- Live mobile device troubleshooting with end users of various backgrounds and expectations.
Requirements:
- High school diploma or equivalent required.
- Must be able to speak, read, write and communicate fluently, professionally and effectively in both English and Canadian French.
- At least 2 years of customer service experience in an interactive and fast paced environment.
- Call center experience is a bonus.
- ServiceNow experience preferred but not required.
- Cellular carrier and mobility experience preferred but not required.
- Familiarity with computer software relating to mobile device management but not required.
- Proficient and patient in providing complex, detailed technical support.
- Strong organizational skills and attention to detail.
- Ability to analyze data, own reporting and spot errors.
- Problem Solver – ability to identify and resolve issues with speed.
Benefits:
- Comprehensive health, dental and vision benefits package.
- Paid time off.
- 401K with employer match.
- Work-life balance.
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