Technical Customer Service Representative (Bilingual)

Technical Customer Service Representative (Bilingual)

Join our dynamic team to provide exceptional, personalized support to customers of a well known financial technology brand. In this role, you will guide customers through various financial tracking, accounting and or tax preparation platforms and applications. If you’re passionate about delivering outstanding support, we’d love for you to be part of our dedicated team. This opportunity represents an existing vacancy supporting current business operations.

Job Classification and Compensation

• Compensation: $19.20 - $20.35/H dependent on province of residence with a $2 per hour bilingual premium
• Job Classification: Regular full-time, hourly
• Weekly Hours: 40
• Position Classification: Customer Service Representative

Why You Should Join our Team

• Comprehensive Benefits: Our package includes medical, dental, life and vision insurance, company-matched RRSP, paid time off and employee assistance/wellness programs
• No equipment? We provide everything you need!
• Enjoy the benefits of working from home (save time, money and reduce stress!)
• Earn tenure and performance based incentives
• Hands-on, paid virtual classroom-style training, as well as ongoing job specific training
• Internal career mobility (93% of our managers are promoted from within)

Primary Job Responsibilities

• Deliver exceptional customer support via inbound phone calls
• Perform technical assistance by troubleshooting basic system issues within the financial software
• Guide customers through completing specific tasks/actions within the software
• Educate customers on various products and solutions to fit their needs
• Present customers with product solutions and upselling opportunities
• Utilize effective communication to de-escalate customer concerns

Qualifications

Required:

• Must be authorized to work in Canada
• Must be at least 18 years of age
• High school diploma or equivalent
• Flexibility to work a variety of shifts, including nights, evenings and weekends
• Strong verbal & written communication skills in both English and French
• Ability to multitask and navigate between screens efficiently while assisting customers
• Must be able to complete a pre-employment background check

Nice to have:

• Previous technical customer service support preferred
• Experience with accounting or bookeeping systems/software
• Sales experience is a plus!

Home Setup Requirements

• A hardwired connection with an internet Speed of 10.0 Mbps download speed and 5.0 Mbps upload speed
• A quiet, distraction-free space is essential; webcam video presence will be required during training and production

This role may involve the use of approved artificial intelligence (AI) tools to support day-to-day tasks, improve efficiency, and enhance decision-making. Examples may include automated workflows, data-supported recommendations, drafting or summarization tools, or candidate/employee interaction tools (as applicable to the role).

About Foundever®

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

EEO

Foundever is committed to Global Ethics and is an equal opportunity employer. We are committed to fostering a diverse, inclusive and equitable work environment where all associates are represented, supported and treated with fairness and respect. We believe in selecting, developing and rewarding the best candidate for the job based on the requirements and responsibilities of the role. If you are contacted for any opportunity with us and require any accommodation during the recruitment and selection process please be sure to communicate your needs with your recruiter. Any information shared will be treated confidentially and will only be shared in order to provide a positive and accessible candidate experience.

This opportunity represents an existing vacancy supporting current business operations