Bilingual Application Support Associate

3 weeks ago

Old Toronto, Canada International Executive Service Corps Full time

You’re legendary. We’re hiring. Let’s talk

Apply today for an opportunity to join one of North America’s top insurance premium financing companies. Since 1977, our company has grown to more than 500 Associates and 30 locations across the United States, Puerto Rico, and Canada.
Every day, we work to deliver on our Corporate Mission Statement: “To be the market leader by delivering innovative financial and technology solutions to help our Customers, partners, and investors achieve their goals.”
How do we do that? By empowering and encouraging our Associates to provide products and legendary Customer service unparalleled in our industry.

JOB SUMMARY:

Providing bilingual integration support to customers and the sales team during the life cycle of an integration. This individual will serve as a bridge between our external Customer, both IT and business level, and internal Associates/Departments to resolve challenges as quickly and efficiently as possible. Additionally, this person will support the sales organization with onboarding and nurturing profitable program entity relationships within the markets such that Customers value our premium finance services, and we achieve superior, sustainable financial returns.

This individual will also be responsible for the creation and presentation of training material for new products. Supporting the sales team with application technical support when needed. With French Production Support, this associate will ensure that IPFS Canada Centres are working as expected by monitoring new issues, coming up with solutions and updating system settings as required. The associate is also responsible for new product and entity setup. Production support requires that the user maintains an SLA of 24/48 hours. Responding to incidents in a timely and effective manner, ensuring compliance with Service Level Agreements (SLAs). The Associate will also assist with French Quality Assurance by assisting with the execution of monthly test cases and documenting results for sign off. Ensuring timely and effective communication to stakeholders, encompassing both business and operations teams, regarding the current status and resolution of incidents.

KEY RESPONSIBILITIES:

  • Integration Support Sales Cycle: providing demos of our technology and answering customer questions with the Sales Team
  • Integration Support Onboarding: Working with production support to ensure new customers are setup within company stated SLAs.
  • Integration Support: Collaborating with development teams and vendors to identify, diagnose and resolve incidents and problems related to applications.
  • New Product Training: Creation and presentation of French Training Material in conjunction with the Operations Manager.
  • French Production Support: Assisting the Production Support Associate with French Customers.
  • French Quality Assurance: Assisting Production Support Associate with UAT related to French cases.

REQUIRED SKILLS:

  • Bilingual French and English
  • Experience with Applied/Epic is ideal
  • Organized and able to prioritize tasks in a fast-paced, agile, deadline-driven environment.
  • A strong problem solver with the ability to troubleshoot problems and solve them in a complex environment.
  • Able to work effectively in a team environment with minimal supervision.
  • A fast learner with the desire and aptitude to learn and take on more responsibility.

EDUCATION QUALIFICATIONS:

  • Bachelor's Degree
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