As a Sr. Bilingual Technical Support Representative you will provide exceptional customer service and technical support for our award winning, Industry leading Software Filogix Expert and Filogix Express.
You will be the first point of contact for a wide range of Filogix Customers not just end users of our products (Mortgage Brokers and Sales Agents) but also lender professionals (financial lending institutions) via telephone, email and possibly chat using our ticketing and documentation system to resolve client issues related to the application in an effective and timely manner.
Filogix provides trusted mortgage lending applications and connectivity solutions that enable the effective management of the sales process from origination through underwriting.
Filogix, a Finastra Company, has been offering secure, reliable connectivity since 2000. Over the past two decades, Finastra has always remained the trusted connectivity leader and continues to dominate in the Canadian Mortgage marketplace.
Responsibilities & Deliverables :
Your deliverables as a Sr. Bilingual Technical Support Representative will include, but are not limited to, the following :
Follow standard practice, procedures and scripts to trouble shoot, diagnose and solve problems using your Bilingual ( French and English ) skill set, in a time sensitive manner
Perform standard technical assignments (e.g. bug fixes, database set up and maintenance, issue tracking) and develops deeper understanding of technical concepts
Assist clients with new user setup inquiries and complete quality assurance testing for small production changes.
Review existing tickets and provide analysis - escalate or reassign problem tickets to internal or external experts based on internal policies and procedures and ticketing systems
Maintain proper database management and regular email communication containing current industry knowledge, product and policy updates, pricing modifications and any other time / industry sensitive information.
Document and provide record of recommended enhancement(s) put forward directly by clients or discovered during use of application.
Accountable for developing technical contribution and resolving assigned issues as well as contributing to the identification of repeat issues or inquiries by notifying appropriate escalation point or supervisor
Identify continuous improvement opportunities for Product Management processes & technical processes
Other duties as assigned by your manager
Required Skills & Experience :
Minimum 3-5-year experience in a Customer / Technology support role in a Help Desk / Call Centre environment
Superior written and verbal communication skills in French and English ( mandatory)
Proven exceptional customer service skills with advanced ability to discuss and resolve complex issues within Customer and Technical Support over the telephone
Ability to work independently, apply judgment, maintain stable performance under stress and flexibility in an evolving work environment .
Advanced troubleshooting and problem-solving skills for dealing with escalated issues; ability to visualize a problem or situation and think abstractly to solve it
Advanced PC Hardware and Software troubleshooting experience
Working knowledge of SQL Scripts or other programming software knowledge is a huge asset
Familiarity with HTML and Microsoft Access an asset.
Good working knowledge of ITIL concepts is an asset.
Familiarity with Windows and MAC Operating Systems, databases, java support, network and devices an asset.
Strong browser support (Internet Explorer, Chrome and Firefox).
Mortgage industry knowledge and lending knowledge strong asset - as is use of Filogix / Expert software usage
Education / Certifications :
Post-Secondary Education is an asset
The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.
If you need assistance or an accommodation due to disability please contact your recruitment partner.