Bilingual Technical Customer Service Agent-Remote
About The Position
OPENLANE is seeking a Bilingual Technical Customer Service Agent to join their Global Customer Service team. This remote position in Canada involves providing exceptional customer service and technical troubleshooting to ensure customer satisfaction and issue resolution. The role requires the ability to navigate multiple systems and software to achieve first-contact resolution, with a strong focus on a customer-centric approach. Agents will handle inbound and outbound customer inquiries via phone, chat, and written cases, collaborating with cross-functional teams to resolve technical issues such as site navigation, login problems, permissions, and application functionality across various platforms. The position utilizes CRM software (GDC Salesforce) and a Contact Center telephony system, with an expected volume of 60-100 interactions per day.
Requirements
- Bilingual in English & French.
- 3+ Years of customer service or technical support experience.
- Bachelor's degree in business or other related field. May have related experience in lieu of a degree.
- Proficiency in handling customer inquiries, resolving issues, and managing customer expectations.
- Strong organizational and time management skills.
- The ability to troubleshoot within technical applications and proficiency in utilizing multiple applications at once.
- Excellent oral and written communication skills.
- Assist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms.
- Use CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases.
- Experience with SalesForce or any CRM and Contact Center telephony system.
- Technical troubleshooting experience in a SaaS environment.
Nice To Haves
- Experience using CRM software for tracking customer interactions.
- Previous experience in the automotive industry.
- Existing familiarity with our specific product offerings.
Responsibilities
- Handle inbound customer inquiries and provide timely and accurate responses.
- Initiate outbound calls to address customer concerns and ensure they have a positive experience in a timely manner.
- Work within multiple channels to include chat, case (written), and phone calls (verbal).
- Collaborate with cross-functional teams to expedite issue resolution and enhance the overall customer experience.
- Assist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms.
- Use CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases.
- Handle approximately 60 - 100 interactions per day, including calls, chats, cases, and Slack channel requests, ensuring quality standards for all interactions are met.
Benefits
- Competitive pay
- Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
- Immediately vested 401K (US) or RRSP (Canada) with company match
- Paid Vacation, Personal, and Sick Time
- Paid maternity and paternity leave (US)
- Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
- Robust Employee Assistance Program
- Employer paid Leap into Service Day to volunteer
- Tuition Reimbursement for eligible programs
- Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
- Company culture of internal promotions, diverse career paths, and rapid advancement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
