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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 those in the Fortune 500.

We are proud to have been recognized by Forbes as one of Canada's top employers for 2024, ranking 50th among 300 competitors. This honor highlights our commitment to creating a workplace that values exceptional talent, nurtures a positive culture, and acknowledges exemplary performance.

Career Opportunities

At Gatestone, we are dedicated to enhancing the customer experience, which is at the core of our operations. We are currently seeking Financial Services Representative Agents to manage customer inquiries, resolving issues with empathy and efficiency. Our expanding organization offers a flexible hybrid work model, allowing for a balanced approach to working from home and in-office as necessary.

Benefits of Working with Us

  • Performance-based bonus opportunities
  • Supportive leadership and coaching
  • Continuous training to excel in your role
  • Leadership development programs aimed at career advancement (we prioritize internal promotions)
  • Employee discounts at local businesses
  • Additional bonuses through our Employee Referral Program

In our Flexible Hybrid Role, we offer a customizable schedule to accommodate various employee needs, promoting a healthy work-life balance.

What We Offer

At Gatestone, we recognize that our success is rooted in attracting the right talent, nurturing potential, and retaining 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 employee referral program

Our company is experiencing significant growth, and we are looking for dedicated individuals for full-time, permanent roles. Our team is motivated and encouraged to excel in their positions. A career at Gatestone opens numerous doors for professional development.

If you have experience in technical support or a passion for technology, Gatestone & Co 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 assistance for network, Internet, cable, satellite, digital phone, and computer issues
  • Communicate with customers experiencing technical difficulties via electronic means and phone to identify and document issues
  • Diagnose and resolve technical challenges faced by customers
  • Utilize internal software, tools, and guides to research customer issues and implement solutions
  • Maintain detailed records of customer interactions, documenting problems and solutions for future reference
  • Deliver exceptional customer service while adhering to support guidelines
  • Educate customers on maximizing the benefits of client products and services and seek opportunities to enhance our offerings
  • Promote and articulate the features, advantages, and benefits of client products and services
  • Employ effective time management and multitasking skills to uphold high service standards
  • Document customer interactions thoroughly and escalate potential service issues as needed
  • Identify opportunities to enhance customer service levels
  • Provide constructive feedback to leadership for improving the work environment
  • Perform various other duties as required

Required Skills and Qualifications

  • Proficient with computer systems, networking, components, LAN, cable and TV setups, internet applications, and browsers, with a willingness to troubleshoot these topics patiently with customers over the phone. Experience and education in these areas are advantageous, though training will be provided.
  • Demonstrated experience in customer service within retail, sales, or call center settings
  • Exceptional communication and customer service skills
  • Professional demeanor
  • Ability to work independently and a desire to contribute to team success
  • Strong organizational and multitasking abilities, adaptable to changing priorities
  • A positive, customer-focused attitude that enables effective handling of challenging situations with integrity and empathy
  • Eligibility to work in Canada

About Us

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

Become part of an Award-Winning Company.

We are committed to providing an accessible workplace.

Individual accommodations will be made for applicants with disabilities who meet the required qualifications. Please inform us at any stage during the recruitment process.