Customer Service Representative - Bilingual (English/French)
Interac Corp. is a leading financial technology company in Canada, dedicated to secure digital payments and identity verification. The Customer Service Representative will provide technical support to clients, troubleshoot issues, and assist with training and documentation to ensure exceptional user support.
Responsibilities
- Being the first point of contact for client technical support which includes Level 1 and Level 2 triage
- Answering and troubleshooting inbound client service calls that pertain our IT Security Systems
- Providing instruction/education on using IT Security Systems
- Updating clients on system outages or systemic issues
- Analyzing client situations and escalating issues in accordance with escalation procedures
- Creating and maintaining call, change and incident records and documenting client inquiries
- Communicating with clients pertaining to change and incident activity
- Contributing to the development and review of Service Desk training material and processes
- Assisting with Service Desk and operational reporting and documentation as required
- Providing back-up support to the Administrative Team Lead as required
- Assisting with training and coaching
- Responsible for all aspects of shift operations during off hours or in the absence of a Team Lead, as per business requirements
- Monitoring Service Desk team activity and performance to ensure consistent and exceptional user support at all levels
- Monitoring performance targets and service levels to ensure all Service Level Agreement (SLA) commitments are met
- Other related tasks as required: From time to time your responsibilities and hours of work may be modified to adjust to changing business requirements, and the development of new and expanded Service Desk capabilities and capacities
Skills
- Excellent verbal and written communication skills in English and French
- Availability to work 2-10PM, overnights and weekends
- Eligibility to work for Interac Corp. in Canada in a full time capacity
- Eligibility to obtain Reliability Status (RS), based in part on 5-years of continuous Canadian residency
- Results focused ability to coordinate and manage several priorities and initiatives concurrently
- Ability to work effectively in a team environment
Benefits
- Generous vacation and wellness days to help you recharge
- Comprehensive employer-paid benefits coverage for peace of mind
- Market-leading employer-funded RRSP program to invest in your future
- Flexible hybrid work model for better work-life balance
- Access to a free and confidential 24/7 employee & family assistance program to offer support for you and your immediate family
- Pregnancy and parental leave top-up to support growing families
- Charitable donation matching with United Way to amplify your impact
Company Overview