Tier 2 Client Support Specialist (Multi-Lingual - French Speaking) [US-Based]

brightfin

16d • $21 - $23 • Remote

About The Position

This position is responsible for providing mobility technical support & 5-star customer service to brightfin’s global clients, with an emphasis on those based in Canada. Requiring someone that can communicate effectively, can diagnose and resolve problems with confidence, and has a drive to succeed; Working with network carriers, assessing technical challenges, and troubleshooting issues ranging from basic to complex.

Requirements

• High school diploma or equivalent required
• Must be able to speak, read, write and communicate fluently, professionally and effectively in both English and Canadian French
• Must be confident on the phone and maintain a positive attitude with clients and co-workers.
• Must have at least 2 years of customer service experience in an interactive and fast paced environment.
• Strong organizational skills and attention to detail
• Ability to analyze data, own reporting and spot errors
• Problem Solver – ability to identify and resolve issues with speed
• Great communication skills
• Moderate computer skills and typing ability
• Prolonged periods of sitting at a desk and working on a computer.

Nice To Haves

• Call center experience is a bonus!
• ServiceNow experience preferred but not required
• Cellular carrier and mobility experience preferred but not required
• Familiarity with computer software relating to mobile device management but not required
• Proficient and patient in providing complex, detailed technical support

Responsibilities

• Answering 20 - 30 calls per day, supporting clients speaking English or Canadian French.
• Managing Communications with customers through various channels (phone, live chat, tickets submitted in our online portal)
• Completing customer submitted tickets in a timely manner in ServiceNow
• Personal ownership of calls from start to resolution
• Contribute positively to company goals by meeting and exceeding department timelines
• Acting with a consultative approach towards end-users and network carriers
• Ability to provide clear technical support instructions to a variety of corporate end-users with different needs
• Completing task work, training programs, and providing accurate feedback
• Ensure customer satisfaction and provide professional customer support
• Live mobile device troubleshooting with end users of various backgrounds and expectations.
• Troubleshooting of the following items will be common:
• Mobile Device Management installation and support IE: InTune, Citrix, VMware, MobileIron, Blackberry
• Corporate applications IE: DUO, OKTA, Outlook
• Carrier Service Activation, Connectivity Issues and Resolution
• Base level iOS and Android software setup

Benefits

• brightfin offers a comprehensive health, dental and vision benefits package.
• Paid time off. We strongly believe in work-life balance and taking time for yourself.
• 401K with employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees