Bilingual (French/English) Customer Support Specialist
About The Position
Perkopolis, the Toronto-based entity of PerkSpot, is searching for a Bilingual (French/English) Customer Support Specialist to join our Customer Support team located in Toronto, Canada! Our mission goes beyond discounts—it’s about empowering employees everywhere to make smarter spending decisions so they can do more of what they love. We believe every dollar saved can become a stepping stone to a brighter future, whether that’s a special family vacation, a first home, or simply extra peace of mind. As a Customer Support Specialist, you will provide top-notch technical support to the community members of Perkopolis. You’ll become an expert in PerkSpot’s tools and website, while constantly interacting with our customers and internal teams to ensure that we are offering the best possible support to our client partners and their employees. This position is required to be in the office 3 days a week on Tuesday, Wednesday, and Thursday. Our office is located at 3080 Yonge, Suite 4010, Toronto, ON.
Requirements
- 3+ years of experience in customer support, managing support tickets in various mediums and prioritizing issues according to importance
- Fluent in French and English, both written and oral is required
- Basic understanding of computer and home networking terminology, including but not limited to terms like: operating systems, browsers, routers, modems, etc.
- Exceptional written and verbal communication skills, with proven interpersonal skills
- Highly organized, detail-oriented, and analytical approach to problem-solving
- Positive, helpful attitude with the ability to handle challenging conversations in a professional demeanor
- Collaborative, team-focused mindset
- Ability to work autonomously and manage your own workload
Nice To Haves
- Knowledge of Zendesk and background in IM/chat support preferred
Responsibilities
- Become an expert of Perkopolis' services and processes, as well as our website and user portal
- Provide exceptional and timely support to customers via phone, email, and live chat
- Document active tickets every step of the way, from inquiry to solution and completion
- Actively prioritize support tickets and escalate issues appropriately
- Assist with new user setup, account maintenance, and sales projects as needed
- Take part in high-level problem-solving in collaboration with your team members and our Senior Manager of Customer Support
- Develop relationships with company-wide internal teams and customers to maintain and improve customer satisfaction
- Solicit feedback from customers on Perkopolis' service and product; relay feedback to applicable internal teams
- Attend regular team and staff meetings to address feedback, changes, and new ideas
- Constantly strategize ways to make the Perkopolis experience better and more effective for our members
Benefits
- Comprehensive medical, dental, and vision insurance is effective on your first day of employment.
- 20 days off each year.
- 8 statutory holidays.
- Office is closed from Christmas Eve through New Year's Day.
- Summer Fridays (office closes at 1 pm between Memorial Day and Labor Day).
- Paid Sabbatical for up to 3 months to employees at 5 years and 10 years of service.
- Monthly transportation stipend.
- Regular outings, virtual events, fun community-interest Slack channels, and occasional happy hours.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
