Bilingual Technical Support

Kount; Toronto; On-site; CAD 45,000 - 65,000; Full time

Job summary

A leading technology and support company is seeking a Bilingual Technical Support professional in Toronto. This role involves providing escalated support to clients using Equifax products, troubleshooting, and gathering client feedback. Ideal candidates will have strong problem-solving skills and a background in customer service, along with familiarity with internet technologies. This position offers full-time hours in a collaborative environment.

Qualifications

• Ability to interact with technical and business customers via email, phone, and chat.
• Familiarity with core Internet technology.
• Experience with basic Windows operation and administration.

Responsibilities

• Support customers through email, chat, and phone.
• Champion customer needs and push for product improvements.
• Manage documentation and assist with internet audits.

Skills

Strong problem-solving skills

Ability to speak clearly about technology

Strong organizational skills

Knowledge of B2B

Education

Bachelor's degree or college diploma in Computer Science

Tools

G Suite

ServiceNow

Jira

Job description

Synopsis of the role

The Bilingual Technical Support is responsible for the escalated support of all clients that are accessing via the Internet to access various Equifax products and services. Support includes troubleshooting, explanation of various access methods, fulfillment and activation. In this role, you will be interacting directly with these customers to both help them make better use of our service as well as gathering feedback and recommendations for our product team to further enhance our offering.

What you’ll do

• Support our customers, our interaction with customers is primarily through email, chat and phone calls. You will be talking directly with customers.
• Champion the needs of our customers our product and service offering is heavily driven by customer requests and suggestions. In this role, you will be in a position to distill customer feedback and push for additions and improvements that will better serve our entire customer base.
• Be exposed to a wide range of technology with our monitoring system.
• Manages all related documentation, including client agreements, process mapping documentation, including updates/distribution/archiving. Assists with dept internet audits as required.
• Keeps up-to-date on product knowledge. Assists with training of new employees and coaching/training of existing reps on new products and services.
• Work closely with the rest of the team You will get a chance to work alongside Technology, marketing, sales and operations, sharing your experiences and learning from theirs. This is a great opportunity for individuals who love technology and are looking to branch out and take on more responsibilities in a growing business unit within a larger company.
• Highly motivated to succeed, team player, fast learner with strong problem-solving skills, knowledge of B2B, financial services, and/or credit industry.

What experience you need

• Ability to speak clearly & confident about technology and internet concepts and interact with technical and business customers via email, phone and chat
• Familiarity and technical understanding of core Internet technology.
• Have general experience with basic Windows operation and administration.
• Strong organizational skills and the ability to properly prioritize operations, customer impacting issues and project tasks.
• Bachelor's degree or college diploma in Computer Science or an equivalent combination of training and experience is desirable.

What could set you apart :

• Experience with G Suite products
• Familiarity with ticketing platforms like ServiceNow
• Proficiency in Jira

Primary Location: CAN-Toronto-5700 Yonge CAN-Montreal

Function: Function - Fulfillment / Operations

Schedule: Full time