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Bilingual Customer Support Specialist

3 months ago

Belleville, Ontario, Canada Gatestone Full time

Position Overview

About Gatestone

Founded in 1926, Gatestone has established itself as a leader in delivering outstanding outsourced Customer Contact Center and Business Process Outsourcing (BPO) solutions to renowned organizations, including many Fortune 500 companies.

We are proud to be recognized by Forbes as one of Canada's top employers for 2024, ranking 50th among 300 contenders. This achievement highlights our commitment to creating a workplace that values exceptional talent, fosters a positive culture, and acknowledges outstanding contributions.

Role Summary

As a member of the Gatestone team, you will play a crucial role in enhancing customer satisfaction. We are seeking dedicated Technical Support Representatives to assist customers with their inquiries, resolving issues with empathy and efficiency. Our expanding organization offers a flexible hybrid work model, allowing for a balance between remote and in-office work.

Benefits of Working with Us

  • Performance-based bonuses
  • Supportive management and coaching
  • Continuous training to excel in your role
  • Leadership development programs for career advancement
  • Employee discounts at local businesses
  • Additional bonuses through our Employee Referral Program

At Gatestone, we understand the importance of flexibility in the workplace. Our hybrid role accommodates various needs, promoting a healthy work-life balance.

What We Offer

We believe that our success is rooted in attracting and nurturing the right talent, providing mentorship, and recognizing our top performers.

  • Provided equipment for your role
  • Paid professional training for successful candidates
  • Opportunities for growth within the company and monthly performance incentives
  • Engagement initiatives for employees
  • Monthly bonuses through our referral program

Our company is experiencing significant growth, and we are looking for committed individuals for full-time, permanent positions. A career at Gatestone opens numerous doors for professional development.

If you have a background in technical support or a passion for technology, Gatestone has an excellent opportunity for you.

This department will operate around the clock, so we seek candidates with flexible availability. This is a permanent position.

Key Responsibilities

  • Provide expert technical support and troubleshooting for network, internet, cable, satellite, digital phone, and computer issues
  • Communicate with customers via phone and electronic means to identify and document technical problems
  • Diagnose and resolve customer technical issues
  • Utilize internal tools and resources to research and implement solutions
  • Maintain accurate records of customer interactions and resolutions for reference by other representatives
  • Deliver exceptional customer service while adhering to support guidelines
  • Educate customers on maximizing the benefits of our products and services
  • Promote the features and advantages of our offerings
  • Employ effective time management and multitasking skills to maintain high service levels
  • Document customer interactions thoroughly and escalate issues as necessary
  • Identify opportunities to enhance customer service
  • Provide feedback to management to improve the work environment
  • Perform other duties as required

Qualifications and Skills

  • Proficient with computer systems, networking, and troubleshooting various technical issues
  • Demonstrated experience in customer service within retail, sales, or call center settings
  • Excellent communication and customer service skills
  • Professional demeanor
  • Ability to work independently and contribute to team success
  • Strong organizational and multitasking abilities, adaptable to changing priorities
  • A positive attitude and customer-centric approach
  • Eligibility to work in Canada

About Us

Explore our corporate content to learn more about our company culture and values.

Be part of an award-winning organization. Apply today.

We are committed to creating an accessible workplace.

Accommodations will be provided for applicants with disabilities who meet the required qualifications. Please inform us during the recruitment process.