Bilingual Application Support Analyst

7 months ago

Toronto, Canada Trisura Guarantee Insurance Company Full time

At Trisura, we expect more because we believe it can be done better.

We are a young, growth oriented team with a commitment to exceptional talent and have been named one of Canada’s Top Small and Medium Employers since 2017. Our growth and our entrepreneurial style, niche market position and development opportunities ensure that our people see the results of their commitment reflected in the company’s success.

We are currently seeking a qualified individual to join our dynamic customer-centric Application Support team in Toronto.

**This is a hybrid role with a daily schedule of 11:30am to 8pm EST. Interested applicants must be available to work Monday through Friday during that period.**

BILINGUAL APPLICATION SUPPORT ANALYST - TORONTO

**As an integral member of the team, you will bring**:

- Full professional fluency in both French and English.
- Proven experience working in a team driven to provide exceptional customer service.
- Excellent written and oral communication skills.
- Patience and problem-solving skills as an excellent technical trouble-shooter.
- The ability to thrive in a fast-paced environment with multiple and competing priorities.
- Passion for excellence and detail orientation.
- Strong interpersonal skills in order to work with Technical and Non-Technical personnel.

**Accountabilities**:

- Gain knowledge and expertise on Trisura products sold online, and the E-Commerce platform on which they are delivered.
- Monitor and respond to customer issues, needs and concerns in a timely and high-quality manner.
- Recognize, escalate and resolve emerging problems as they arise.
- Raise and triage tickets with applicable parties (internally or externally), monitor backlog and follow-up as required in a timely manner.
- Reviews all open, in-work, and pending incidents within ticket handling SLAs.
- Ensure ongoing systems configuration requirements are met, while supporting growth in the form of new and proposed projects
- Provide analytics on the type of calls received, and as part of a broader team find solutions for resolution.
- Actively participates in team meetings.

**Qualifications**:

- Fluently bilingual, both spoken and written in French and English required.
- 1-2 years of relevant work experience including part-time, summer, and co-op experience with Customer Service and/or QA an asset.
- Completion of post-secondary education in a related field an asset.
- Working knowledge of Zendesk or any incident management system an asset.

ANALYSTE BILINGUE EN SOUTIEN AUX DEMANDES - TORONTO

**En tant que membre intégral de l'équipe, vous apporterez**:

- Maîtrise professionnelle complète du français et de l'anglais.
- Expérience avérée de travail au sein d'une équipe déterminée à fournir un service à la clientèle exceptionnel.
- Excellentes compétences en communication écrite et orale.
- Patience et compétences en résolution de problèmes en tant qu'excellent dépanneur technique.
- La capacité de prospérer dans un environnement en évolution rapide avec des priorités multiples et concurrentes.
- Passion pour l'excellence et souci du détail.
- Solides compétences interpersonnelles afin de travailler avec du personnel technique et non technique.

**Responsabilités**:

- Acquérez des connaissances et une expertise sur les produits Trisura vendus en ligne et sur la plateforme de commerce électronique sur laquelle ils sont livrés.
- Fournir un support applicatif de premier niveau aux utilisateurs externes et internes du commerce électronique en français et en anglais, verbalement et par écrit.
- Surveiller et répondre aux problèmes, besoins et préoccupations des clients en temps opportun et de manière qualitative.
- Reconnaître, intensifier et résoudre les problèmes émergents à mesure qu'ils surviennent.
- Générer et trier les tickets avec les parties concernées (en interne ou en externe), surveiller l'arriéré et effectuer le suivi selon les besoins en temps opportun.
- Examine tous les incidents ouverts, en cours et en attente dans le cadre des SLA de gestion des tickets.
- S'assurer que les exigences continues en matière de configuration des systèmes sont respectées, tout en soutenant la croissance sous la forme de projets nouveaux et proposés.
- Fournir des analyses sur le type d'appels reçus et, en tant que membre d'une équipe plus large, trouver des solutions de résolution.
- Participe activement aux réunions d'équipe.

**Qualifications**:

- Parfaitement bilingue, parlé et écrit en français et en anglais requis.
- 1 à 2 ans d'expérience de travail pertinente, y compris une expérience à temps partiel, d'été et coopérative avec le service à la clientèle et/ou l'assurance qualité, un atout.
- Avoir complété des études postsecondaires dans un domaine connexe, un atout.
- Connaissance pratique de Zendesk ou de tout système de gestion des incidents, un atout.

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