Customer Access Support, Bilingual Specialist

Kount; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Bilingual Specialist for Customer Access Support. In this dynamic role, you will engage directly with clients, providing essential troubleshooting and support for various products and services. Your insights will help shape the future of offerings based on customer feedback. This position offers a unique opportunity to collaborate with diverse teams across technology, marketing, and operations, making it ideal for tech enthusiasts eager to expand their responsibilities. If you're a motivated team player with strong problem-solving skills, this role is a perfect fit for you.

Qualifications

• Experience interacting with technical and business customers via email, phone, and chat.
• Familiarity with core Internet technology and basic Windows operations.

Responsibilities

• Support customers through email, chat, and phone calls, helping them utilize services.
• Gather customer feedback to enhance product offerings and champion customer needs.

Skills

Problem-solving skills

Communication skills

Customer service

Technical understanding of Internet technology

Organizational skills

Education

Bachelor's degree in Computer Science

College diploma in Computer Science

Tools

G Suite

ServiceNow

Jira

Job description

Synopsis of the role :

The Customer Access Support, Bilingual Specialist 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 :

1. Support our customers; our interaction with customers is primarily through email, chat, and phone calls. You will be talking directly with customers.

2. 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.

3. Be exposed to a wide range of technology with our monitoring system.

4. Manage all related documentation, including client agreements, process mapping documentation, including updates/distribution/archiving. Assist with department internet audits as required.

5. Keep up-to-date on product knowledge. Assist with training of new employees and coaching/training of existing reps on new products and services.

6. 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.

7. Be highly motivated to succeed, a team player, fast learner with strong problem-solving skills, and knowledge of B2B, financial services, and/or credit industry.

What experience you need :

1. Ability to speak clearly & confidently about technology and internet concepts and interact with technical and business customers via email, phone, and chat.

2. Familiarity and technical understanding of core Internet technology.

3. General experience with basic Windows operation and administration.

4. Strong organizational skills and the ability to properly prioritize operations, customer-impacting issues, and project tasks.

5. Bachelor's degree or college diploma in Computer Science or an equivalent combination of training and experience is desirable.

What could set you apart :

1. Experience with G Suite products.

2. Familiarity with ticketing platforms like ServiceNow.

3. Proficiency in Jira.

Primary Location: CAN-Toronto-5700 Yonge

Function: Fulfillment / Operations

Schedule: Full time