Bilingual Support Specialist

Bilingual Support Specialist - Toronto

at Nexonia

Nexonia Toronto

Are you looking to join an exciting high-tech company that is focused on delivering exceptional products for a global customer base? How would you feel about joining a company whose core culture embraces change, rewards creativity, and promotes dialogue with employees? If you are looking to join a company that values its employees and promotes an amazing culture, you'll be happy to know we are growing and expanding at an enormous pace.

Nexonia continues to grow and we're looking to hire a resourceful Bilingual Support Specialist for our Toronto headquarters.

Position Summary:

Reporting to the Manager, Support, the Bilingual Support Specialist will be responsible for performing stellar tier one support in order to delight our customers and enhance the customer experience. You will be super resourceful and ultra-responsive, ensuring that all queries and issues are resolved timely and efficiently. You excel at communicating solutions that truly work to fix issues You are a support ninja, able to multitask and manage multiple layers of issues at once, ensuring all support tickets are taken care of without even breaking a sweat You take pride in knowing that you have solved yet another problem, that resulted in a happy customer that by now probably calls you by your first name and considers you a techno-genius

If you're a support whiz with great ambitions and a desire to succeed within a fast-paced software environment, you've found your final career destination at Nexonia

Major Accountabilities:

• Answering inbound calls and emails, providing technical assistance and working with customer and other members of the team to ensure timely resolution of support tickets
• Assisting in troubleshooting and administration activities in order to resolve issues and advise on next steps and procedures
• Regularly following up with customers to ensure that support issues are addressed in a timely manner and that they are delighted and happy with the service they are receiving from the Customer Support team.
• Supporting other departments and areas of the organization where needed, such as the implementation and sales teams.
• Documenting all call information according to standard operating procedures.
• Contributing to the Customer Support department's WIKI with common support issue solutions.
• Documenting and recording any product feature requests from customers and submitting them to the Manager, Support.

Qualifications, Skills and Competencies:

• Undergraduate degree or diploma in Computer Software and/or with a minimum of 3 years of technical support experience
• Superior written and verbal communication skills in both English and French
• The acute ability to listen to client needs and find timely solutions to resolve support issues
• Successful track record of exceeding expectations and enhancing the customer experience
• Strong technical acumen with the ability to pick up new software skills with ease
• Demonstrated ability to achieve team goals, striving to always achieve high NPO scores to engage our customer base
• Knowledge of various ERP systems a serious asset
• Flexibility to work rotating shifts that take into account various time zones between 8:00 am ET to 8:00 pm ET
• Excellent interpersonal skills, with the ability to work with all levels of the organization and gain credibility and trust
• Demonstrated excellence in working closely with teams, providing service excellence for customer interactions and retention
• Excellent problem solving skills with the ability to think outside the box
• Experience working with Zendesk would be awesome

What's in it for me?

• 100% employer-paid health and dental benefits that begin upon your first day of work (no waiting period)
• Posh mid-town Toronto location with a sleek new office right at Yonge and St. Clair (above the St. Clair subway station)
• Semi-annual two-day company offsites that get the Toronto and Montreal office together each year
• NexFridays – aka free beer social every Friday to kick off the weekend
• Company-paid coffee, tea and beverages in the kitchen with a big screen TV to chill out and catch up with the rest of the world
• Shops and restaurants conveniently located downstairs from the office (that means you don't get cold in the winter or wet when it's raining)
• Monthly Nexies awards (that's our term for employee recognition awards nominated by fellow Nexonians)
• The opportunity to work with a leadership team that truly cares about your development in order to gain a rewarding career that will last a lifetime
• Work alongside true sales and marketing professionals that will groom you to provide you with that competitive edge for future success
• Last but not least, the opportunity to work with really cool and collaborative people who truly want to build the #1 company in the world.

About Nexonia:

Nexonia's foundation is built upon an amazing team of developers based in our Montreal office, and an equally zealous group of Nexonians based in our Toronto headquarters. Together, the company represents more than just a name. We're looking for amazing people to join our growing company, and we're looking for smart, nice and great-at-what-you-do people. We can't continue to make the magic happen if you don't have the same passion and drive that represents our culture and organization. We believe that our employees are our greatest asset and by allowing the talented team at Nexonia to engage and thrive to their best potential, our success continues to grow as we build careers through hard work, employee engagement and of course, plenty of fun

If you're looking to make a dynamic move to build a career and join a fast-paced, exciting organization, send us your resume, cover letter and salary expectations today.

Thank you in advance for your interest. Nexonia is an equal opportunity employer. However, due to the volume of resumes received, only those candidates selected for interviews will be contacted.

If you require accommodation during the recruitment process, please advise in your cover letter when applying for the position and all efforts to provide the appropriate accommodation will be put into place.

Bilingual Support Specialist - Toronto

at Nexonia

Nexonia Toronto

Are you looking to join an exciting high-tech company that is focused on delivering exceptional products for a global customer base? How would you feel about joining a company whose core culture embraces change, rewards creativity, and promotes dialogue with employees? If you are looking to join a company that values its employees and promotes an amazing culture, you'll be happy to know we are growing and expanding at an enormous pace.

Nexonia continues to grow and we're looking to hire a resourceful Bilingual Support Specialist for our Toronto headquarters.

Position Summary:

Reporting to the Manager, Support, the Bilingual Support Specialist will be responsible for performing stellar tier one support in order to delight our customers and enhance the customer experience. You will be super resourceful and ultra-responsive, ensuring that all queries and issues are resolved timely and efficiently. You excel at communicating solutions that truly work to fix issues You are a support ninja, able to multitask and manage multiple layers of issues at once, ensuring all support tickets are taken care of without even breaking a sweat You take pride in knowing that you have solved yet another problem, that resulted in a happy customer that by now probably calls you by your first name and considers you a techno-genius

If you're a support whiz with great ambitions and a desire to succeed within a fast-paced software environment, you've found your final career destination at Nexonia

Major Accountabilities:

• Answering inbound calls and emails, providing technical assistance and working with customer and other members of the team to ensure timely resolution of support tickets
• Assisting in troubleshooting and administration activities in order to resolve issues and advise on next steps and procedures
• Regularly following up with customers to ensure that support issues are addressed in a timely manner and that they are delighted and happy with the service they are receiving from the Customer Support team.
• Supporting other departments and areas of the organization where needed, such as the implementation and sales teams.
• Documenting all call information according to standard operating procedures.
• Contributing to the Customer Support department's WIKI with common support issue solutions.
• Documenting and recording any product feature requests from customers and submitting them to the Manager, Support.

Qualifications, Skills and Competencies:

• Undergraduate degree or diploma in Computer Software and/or with a minimum of 3 years of technical support experience
• Superior written and verbal communication skills in both English and French
• The acute ability to listen to client needs and find timely solutions to resolve support issues
• Successful track record of exceeding expectations and enhancing the customer experience
• Strong technical acumen with the ability to pick up new software skills with ease
• Demonstrated ability to achieve team goals, striving to always achieve high NPO scores to engage our customer base
• Knowledge of various ERP systems a serious asset
• Flexibility to work rotating shifts that take into account various time zones between 8:00 am ET to 8:00 pm ET
• Excellent interpersonal skills, with the ability to work with all levels of the organization and gain credibility and trust
• Demonstrated excellence in working closely with teams, providing service excellence for customer interactions and retention
• Excellent problem solving skills with the ability to think outside the box
• Experience working with Zendesk would be awesome

What's in it for me?

• 100% employer-paid health and dental benefits that begin upon your first day of work (no waiting period)
• Posh mid-town Toronto location with a sleek new office right at Yonge and St. Clair (above the St. Clair subway station)
• Semi-annual two-day company offsites that get the Toronto and Montreal office together each year
• NexFridays – aka free beer social every Friday to kick off the weekend
• Company-paid coffee, tea and beverages in the kitchen with a big screen TV to chill out and catch up with the rest of the world
• Shops and restaurants conveniently located downstairs from the office (that means you don't get cold in the winter or wet when it's raining)
• Monthly Nexies awards (that's our term for employee recognition awards nominated by fellow Nexonians)
• The opportunity to work with a leadership team that truly cares about your development in order to gain a rewarding career that will last a lifetime
• Work alongside true sales and marketing professionals that will groom you to provide you with that competitive edge for future success
• Last but not least, the opportunity to work with really cool and collaborative people who truly want to build the #1 company in the world.

About Nexonia:

Nexonia's foundation is built upon an amazing team of developers based in our Montreal office, and an equally zealous group of Nexonians based in our Toronto headquarters. Together, the company represents more than just a name. We're looking for amazing people to join our growing company, and we're looking for smart, nice and great-at-what-you-do people. We can't continue to make the magic happen if you don't have the same passion and drive that represents our culture and organization. We believe that our employees are our greatest asset and by allowing the talented team at Nexonia to engage and thrive to their best potential, our success continues to grow as we build careers through hard work, employee engagement and of course, plenty of fun

If you're looking to make a dynamic move to build a career and join a fast-paced, exciting organization, send us your resume, cover letter and salary expectations today.

Thank you in advance for your interest. Nexonia is an equal opportunity employer. However, due to the volume of resumes received, only those candidates selected for interviews will be contacted.

If you require accommodation during the recruitment process, please advise in your cover letter when applying for the position and all efforts to provide the appropriate accommodation will be put into place.