Overview
Bilingual Customer Support Specialist Jobs in Toronto – Ontario at CB Canada
Title: Bilingual Customer Support Specialist
Company: CB Canada
Location: Toronto – Ontario
Category: Customer Service/HelpDesk, IT/Tech
The Opportunity:
The Customer Support Specialist facilitates and manages various processes (client specific) within the Contingent Workforce/SOW (Statement of Work) program and associated worker lifecycle process. The Customer Support Specialist provides front-line customer service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions. Day to day you will:
Act as the first point of contact to handle requests/questions by phone and/or email from various users (internal and external) Troubleshoot and respond to questions and concerns that are program-related to basic user experience and technical support questions using working knowledge of various supported Vendor Management Software to troubleshoot functional issues that arise Resolve issues and questions accurately and within prescribed service level targets Maintain an updated SOP “Standard Operating Procedures” for day-to-day procedures so that operation functions efficiently in conjunction with additional onsite or off-site team members Manage and monitor IT ticket log for open/existing problems and resolutions Use tracking systems to record issues for documentation purposes Provides training on the VMS system to engagement managers to ensure proper utilization Assists with and provides training to peers on the standards and practices within the Customer Support organization Create how-to documentation Participate in generating reports based on performance against Service Level Agreements (SLAs) Perform analysis of findings and trends to provide recommendations for increased quality and operational efficiency Other duties and responsibilities may be assigned from time to time that are compatible with the position It would be amazing if you have:
Outstanding
communication
and interpersonal skills, both oral and written; strong organizational skills, professional, energetic and enthusiastic; takes initiative; acts as a customer advocate
building relationships
and long-term mutual benefit with the ability to work closely with business and technical teams of all skill levels Demonstrate ability to be productive with minimal supervision Manage customer’s expectations through timely feedback and proactive
communication
Demonstrable knowledge of procurement, sourcing or contingent workforce
Ability to
handle multiple projects and tasks concurrently and take direction from many sources
Flexibility
and
adaptability
to change
Ability to
translate functional system-related issues into understandable business language for end users
Ability to
troubleshoot issues with users Strong
critical thinking
skills with the ability think outside the box
Ability to
cross train and transition responsibilities to support staff Experience using a VMS System (Vendor Management System) – Fieldglass preferred or other applicable VMS System knowledge such as Beeline, People Fluent, etc. Knowledge of ERP HR software solutions (SAP, People Soft, Success Factors, Workday etc.)
Experience with
ticketing systems and in a call center environment Bilingual (French & English) preferred The Company:
Flextrack’s global mission is to be relentless in the development and delivery of the best possible solutions and services to help our clients improve their contingent staffing efficiency and business profitability. Our systems are designed with o…
