Customer Access Support, Bilingual Specialist

Equifax; Toronto; On-site; CAD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a Bilingual Specialist for Customer Access Support. In this dynamic role, you'll provide escalated support for clients accessing various products and services. Your responsibilities will include troubleshooting and assisting customers through various communication channels, while advocating for their needs to enhance product offerings. This position offers a unique opportunity to engage with a wide range of technologies and collaborate with diverse teams. If you are motivated, a quick learner, and possess strong problem-solving skills, this role is perfect for you.

Qualifications

• Experience in customer support for technology products.
• Ability to communicate with technical and non-technical customers.

Responsibilities

• Assist customers via email, chat, and phone calls.
• Collect feedback to influence product enhancements.
• Collaborate with cross-functional teams.

Skills

Clear communication

Problem-solving skills

Organizational skills

Knowledge of B2B

Understanding of Internet technologies

Education

Bachelor's degree in Computer Science

College diploma in related field

Tools

G Suite

ServiceNow

Jira

Job description

Customer Access Support, Bilingual Specialist

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Customer Access Support, Bilingual Specialist

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Role Overview

The Customer Access Support, Bilingual Specialist is responsible for escalated support for clients accessing various Equifax products and services via the Internet. Support includes troubleshooting, explaining access methods, fulfillment, and activation. You will interact directly with customers to help them utilize our services effectively and gather feedback to improve our offerings.

Responsibilities

• Assist customers primarily through email, chat, and phone calls, providing direct support.
• Advocate for customer needs, collecting feedback to influence product enhancements.
• Gain exposure to a wide range of monitoring technologies.
• Manage documentation, including client agreements and process mappings.
• Stay updated on product knowledge and assist in training new and existing team members.
• Collaborate with teams across Technology, Marketing, Sales, and Operations to share experiences and learn.
• Demonstrate motivation, teamwork, quick learning, and problem-solving skills, with knowledge of B2B, financial services, or credit industries.

Required Experience

• Clear and confident communication about technology and internet concepts with technical and non-technical customers.
• Understanding of core Internet technologies.
• Basic Windows operation and administration skills.
• Strong organizational skills with the ability to prioritize effectively.
• Bachelor's degree or college diploma in Computer Science or related field, or equivalent experience.

Preferred Qualifications

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

Additional Details

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Customer Service