Specialist, Customer Support

1 week ago

Montréal, Canada Equisoft Full time

**Specialist, Customer Support**

Equisoft, a leading global provider of digital business solutions for the insurance and wealth industries, is actively seeking new talent

Reporting to the Director, Customer Experience, the Customer Support Specialist's mandate is to act as a resource person for complex customer issues. He or she ensures the continuous improvement of knowledge and practices and conveys the vision of the customer's needs to enhance the experience.

Are you passionate about customer service and teamwork and would you like to evolve in a constantly changing international environment? Send us your CV

**A DAY IN YOUR LIFE**
- Receive customer requests in writing or over the phone and process them with a clear understanding of the need to provide an effective response
- Sort requests according to the urgency of the situation and the resources needed to resolve the issues
- Analyze and process customer support requests within the agreed time frame
- Follow up with clients once the problem is resolved by ensuring that it meets their needs and expectations
- Work closely with all team members to ensure effective customer and user support
- Use and refer to existing documentation to provide adequate assistance and participate in its ongoing improvement
- Document each intervention in a clear and concise manner to keep client records up-to-date
- Collaborate in the maintenance and improvement of existing documentation
- Act as a resource person to clients and colleagues for data transfers and conversions
- Contribute to the continuous improvement of processes

**MUST-HAVES**
- Education level: High school or Collegial
- Years of experience: 1-3 years
- Excellent computer skills and knowledge (Mac, PC, Android, etc.)
- Experience in customer service, preferably in a customer contact center
- Knowledge of Equisoft/connect (formerly Kronos Finance), Equisoft/plan (formerly Kronos ABF) and Zendesk (assets)
- Experience with a banknote management system (asset)
- Personal finance knowledge (major asset)
- Strong knowledge of French and English (spoken and written)

**YOUR BENEFITS**
- Competitive compensation package
- Comprehensive employee benefits
- Social activities
- Free all you can drink coffee and tea
- Flexible hours and collaborative working spaces
- Gym
- Possibilities of international assignments

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