Customer Support Representative-Bilingual Spanish / English - 2nd Shift

Avetta; Calgary; Remote; CAD 60,000 - 80,000; Full time

Job summary

Avetta is seeking a Supplier Success Professional for Worker Management to deliver excellent support to customers. The successful candidate will manage customer calls, resolve issues, and maintain regulatory compliance. Located in Calgary, the position requires fluency in both Spanish and English and offers remote work post-training.

Qualifications

• Fluenccy in Spanish and English required.
• Call center experience is advantageous.
• Ability to learn and apply new information.

Responsibilities

• Provide professional support to Avetta customers.
• Resolve complex issues with a customer-focused approach.
• Communicate and coordinate with internal departments.

Skills

Communication

Problem analysis

Attention to detail

Interpersonal skills

Self-Motivated

Stress tolerance

Education

High school diploma or equivalent

Tools

Service Cloud (SFDC)

Windows

Job description

The Supplier Success Professional for Worker Management will assist in developing and maintaining a world-class prequalification and Learning Management System (LMS) for clients, suppliers and contract workers while being the first point of contact for all Avetta customers. This role requires being fully fluent in Spanish and English.

The first four weeks of training will be Mon-Fri 8 am- 5 pm Mountain time. After training, the shift will be Mon-Fri 4 pm - 12 : 30 am Mountain time.

Training will be in person if within commutable distance to one of our offices. The role would be remote after training.

Pay rate : $20.50 CAD / hour

This position starts on August 5th.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Provide professional support to all Avetta customers
• Ability to resolve complex issues with focus on customer experience
• Interact directly with Avetta customers through telephone, email and chat if applicable
• Prioritize and resolve customer needs
• Accurately verify details on regulatory documents
• Support and explain customer billing and subscription terms
• Record details of interactions in Service Cloud (SFDC)
• Provide necessary outbound follow-up, both via phone and email
• Communicate and coordinate with internal departments
• Work as a team and be a positive addition to Avetta’s culture
• Perform other duties as assigned
• May be required to attend training, meetings, or seminars
• Delight and ensure customer satisfaction

MINIMUM QUALIFICATIONS :

• High school diploma or equivalent required
• Call center experience is a plus
• Excellent communication skill – both written and orally
• Working PC knowledge, windows preferred and related applications
• An affinity for learning online software systems
• Interpersonal skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Self-Motivated
• Stress tolerance
• Ability to learn and apply new information or skills

METRICS THAT MATTER :

• Number of calls, chats and cases as defined by department
• Quality Scores
• Adherence & Productivity
• Regular and Predictive Attendance

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Customer Support 2Nd • Calgary, Alberta, Canada