As a Bilingual Partner Support Specialist at Advicent, you will provide first level customer service-oriented technical support to Advicent customers in both the French and English language.
You will also be responsible for clearly communicating technical solutions to our partners with the goal of high levels of customer satisfaction and loyalty.
This is a Canadian-based work-from-home position with semi-annual travel to the United States. Necessary equipment and resources will be provided to ensure the job responsibilities are sufficiently executed.
Bachelor’s degree in Information Technology, Business, Communications or related discipline, plus one year of comparable work experience, or equivalent combination of education and experience.
Experience in providing a positive customer experience, as well as effective verbal / written communication skills to explain technical information to nontechnical audiences.
Fluency in both the French and English language.
Demonstrated analytical skills and independent problem solving ability are required.
Ability to manage time effectively and collaborate to achieve goals as part of a team
Knowledge of financial planning industry helpful.
Must be able to type and sit for long periods of time and resolve issues over the phone and via email / internet.
Under general supervision, provide timely and accurate technical support to partners on Advicent products through both written and verbal communications.
Manage the French language queue and prioritize responses.
Prioritize and solve complex technical issues based on established processes and workflows, escalating as necessary.
Collaborate with other members of the Partner Support team to analyze and respond to customer inquiries and share best practices.
Acquire and maintain necessary product knowledge, which is required in order to provide accurate solutions to customer inquiries.
Record, track and document customer requests, updating through to final resolution.
Ability to meet and exceed performance metrics as outlined by the Partner Support leadership team including quantity of cases, case quality, and customer satisfaction.
Manage worktime efficiently in order to ensure that service level agreements with our partners are met.