Bilingual Customer Support Specialist

4 weeks ago

Toronto, Ontario, Canada CB Canada Full time
The Opportunity

The Customer Support Specialist plays a vital role in facilitating and managing various processes within the Contingent Workforce/SOW program and associated worker lifecycle process. This position provides front-line customer service to internal team members, clients, vendors, and users for the various supported Vendor Management Software solutions.

Key Responsibilities
  • 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 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
Requirements
  • 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 to 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, PeopleFluent, etc.
  • Knowledge of ERP HR software solutions (SAP, PeopleSoft, Success Factors, Workday, etc.)
  • Experience with ticketing systems and in a call center environment
  • Bilingual (French & English) preferred
About 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 over 30 years of agency and vendor management experience, and our software is used by over 400 clients.

Our platform leverages the power of Salesforce to make it the most capable VMS ever. Seamlessly connect with your databases, ERP, HRIS, onboarding, and offboarding systems as well as your custom applications. Synchronize all systems and achieve real-time data flow empowering optimal management of your non-employee workforce.

Flextrack works to create an environment that fosters the development of conscientious people who are committed to integrity, honesty, openness, personal excellence, continual self-improvement, and mutual respect. We are committed to equal employment opportunity in accordance with applicable federal, provincial, or local law. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs.

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