Customer Support Specialist (Insurance and Investment)

EquiSoft inc.; Montreal West; Hybrid; CAD 40,000 - 60,000; Full time

Job summary

A leading company in the digital solutions space is seeking a Customer Support Specialist (Insurance and Investment) to join their team. This role involves providing exceptional support to clients, handling inquiries, and resolving issues efficiently in a hybrid or remote work environment. Candidates should possess strong customer service experience and bilingual communication skills, with opportunities for professional growth and development available.

Benefits

Flexible hours

Educational support (LinkedIn Learning, LOMA Courses)

Hybrid or remote working options

Qualifications

• Minimum of 3 years’ experience in a similar role.
• Excellent knowledge of French & English (spoken and written).
• Familiar with computer applications, especially Windows.

Responsibilities

• Handle inbound customer calls courteously and professionally.
• Strive for first call resolution and maintain service quality.
• Provide technical support and documentation for repeated processes.

Skills

Customer service skills

Active listening

Verbal communication

Written communication

Problem solving

Multi-tasking

Organization

Conflict resolution

Team spirit

Education

DEC, ASP or DEP Diploma

Tools

Zendesk

Hubspot

Job description

Customer Support Specialist (Insurance and Investment)

What is Equisoft? Equisoft is a global provider of advanced insurance and investment digital solutions, recognized as a valued partner by over 250 of the world’s leading financial institutions. We offer a complete ecosystem of end-to-end and scalable solutions that help our clients tackle any challenge in this era of digital disruption.

Why Choose Equisoft? With 950+ employees, we are a stable organization that offers career advancement and fosters a stimulating environment. If that’s not enough, then check out these other perks below :

• You are welcome to work in our office, hybrid or remote
• Internal job title : Customer Support, Specialist
• Full-time Permanent Role
• Flexible hours
• Number of hours per week : 40
• Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University)

Role : The Customer Support Specialist (Insurance and Investment) reports to the Manager, Support and will work closely with 8 other Customer Success Specialists. The incumbent will support insurance and investment advisors and their assistants. They will be on the phone and managing email tickets, assisting customers with questions about the products as well as being a point-of-contact to resolve the occasional issue. They will get to know our product line and become an expert at advising customers. We will provide the candidate with the training and tools to perform in a fast-paced, multitasking environment.

Your Day with Equisoft :

• Handle inbound customer calls in a courteous, timely, and professional manner.
• Strive to achieve first call resolution and maintain the quality of service provided by the department.
• Use listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
• Transferring and escalating calls to the appropriate department.
• Participate in training and strive to increase and improve existing skills.
• Provide technical support and assistance to end-users in a timely and efficient manner.
• Contribute to the documentation of repeated processes and standard operating procedures (SOPs) to increase efficiency and consistency in resolving issues.
• Promote clean data quality and architecture through solution design (naming conventions, help text, validation rules etc.)

Requirements :

• DEC, ASP or DEP Diploma in any type of field
• Minimum of 3 years’ experience in a similar role
• Excellent telephone manner, customer service skills, active listening skills, verbal, and written communication skills.
• The ability to multi-task using multiple screens and systems while talking on the phone with customers.
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet
• Aptitude for issue identification and problem solving
• Strong sense of organization and prioritizing
• Ability to resolve conflict and diffuse tension.
• Highly reliable with the ability to maintain regular attendance and punctuality
• Team spirit, tact, diplomacy, autonomy, rigor, and discipline
• Excellent knowledge of French & English (spoken and written)

Nice to Haves :

• Personal finance knowledge
• Knowledge of Zendesk and Hubspot

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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