Bilingual Technical Customer Service Agent/Agent au service à la clientèle technique Bilingue

Company	Openlane
Location	Montreal, QC, Canada, Dieppe, NB, Canada
Salary	$23 – $25
Type	Full-Time
Degrees	Bachelor’s
Experience Level	Mid Level

Bilingual-French/English: Both written and spoken
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.

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.