Bilingual Customer Experience Specialist

Summary

Join Net2phone Canada's award-winning Customer Support team as a Customer Experience Specialist! This role involves providing world-class support to business clients via phone, chat, and email, troubleshooting VoIP issues, and ensuring first-call resolution. You'll work in a fast-paced environment, collaborating with a team of high-performers. The position offers a hybrid work model with remote options, comprehensive benefits, and opportunities for growth. If you're tech-savvy, customer-focused, and enjoy problem-solving, this is the perfect opportunity to make a difference in the Canadian business landscape. Apply today and become part of a supportive and fun team!

Requirements

• 1+ years of customer service/experience
• 1+ years of technical support experience
• Outstanding organizational skills with a strong attention to detail
• French-English Bilingualism required
• Never-ending curiosity (you’re going to meet a lot of different businesses!)

Responsibilities

• Arrive at your work-from-home set-up or office desk with time to review past cases and brew your preferred coffee or tea
• Be logged into the call queue for your specified start time
• Help business users solve problems that they encounter via phone, online chat, and email support
• Review cases waiting on responses from clients and follow up with those who have open cases
• Properly track actions taken and work performed in Salesforce to ensure proper communication with our clients and the team
• Escalate issues beyond your scope of troubleshooting and keep the client updated on its progress
• Attend weekly coaching meetings to review performance and receive coaching
• Be available for 24/7 on-call support on your scheduled rotation. (Approximately 1 week every 6 weeks)
• Review cases at the end of the day to ensure we meet our client SLA’s
• Work with teammates to gain further understanding of the system as well as to provide timely responses to our clients
• Help create a positive work environment and respect all staff, equipment, and office spaces
• Follow net2phone Canada guidelines with regard to protecting account security and privacy

Benefits

• Amazing team culture that values work-life balance
• Accessible team socials (virtual and in person)
• Learning opportunities and growth
• Paid time off, sick & family days as well as paid volunteer days
• Ability to work remotely
• $2,000 in health & wellness benefits