Internal Job Posting Only

This opportunity is open exclusively to current employees. External applications will not be considered. Employees who meet the qualifications and are interested in advancing their careers within the Customer Support organization are encouraged to apply.

Summary

As a Senior French Customer Support Analyst, you will provide advanced customer support by resolving complex technical issues and assisting Support Agents in delivering exceptional service in both French and English. Working closely with the Support Team, Team Leaders, and the Application Support Manager, you will support daily operations, oversee French queue and ticket management, coordinate French language coverage and scheduling, monitor workflow efficiency, and assist with reporting activities.

This role requires strong organizational and communication skills, bilingual proficiency in French and English, and a proactive approach to operational effectiveness and customer satisfaction.

Key Responsibilities

Client Support

- Provide knowledgeable, professional, and efficient customer service through phone, chat, email, and other communication channels in both French and English.

- Handle a high volume of inbound client inquiries promptly and professionally.

- Create, manage, and resolve support tickets with a focus on first-contact resolution.

- Assist clients with claim-related inquiries and requested changes.

- Meet or exceed established Service Level Agreements (SLAs) and customer satisfaction targets.

- Review and assist with escalated customer issues as required.

Administrative Support

- Monitor French bilingual agent schedules to ensure adequate coverage for French support services.

- Perform quality reviews of French support tickets to ensure accuracy, completeness, and adherence to service standards.





- Monitor French support queue coverage to maintain service levels and operational requirements.

- Track French support workload and identify coverage gaps or scheduling concerns.

- Coordinate French support coverage for planned absences, training, and other scheduling changes.

- Communicate operational updates and French support coverage requirements to relevant stakeholders.

Daily Duties

- Respond to customer inquiries across all support channels and perform follow-up activities as required.

- Stay informed of platform updates and apply new information to daily support operations.

- Assist team members with troubleshooting, knowledge sharing, and procedural questions as needed.

- Serve as a subject matter resource for French support processes, tools, and system functionality.

- Monitor French support ticket queues to ensure timely assignment, progression, and resolution.

- Review escalated issues and coordinate with appropriate teams to support resolution.

- Verify and monitor French team attendance and schedule adherence.

- Monitor queue performance and ticket backlog to support service level objectives.

- Participate in onboarding and knowledge-sharing activities when needed.

Monthly Duties

- Review French support coverage and recommend scheduling adjustments to support operational requirements.

- Assist with workforce planning and resource allocation based on business demands.





- Analyze French support queue performance and identify opportunities to improve efficiency and customer experience.

- Review ticket quality trends and recommend process improvements to support service delivery.

- Support reporting and operational reviews related to French support performance and service quality.

Preferred Qualifications

- Demonstrated success in a Customer Support Analyst or equivalent role.

- Fluency in both French and English, including verbal and written communication.

- Strong knowledge of company products, services, policies, and support processes.

- Excellent communication and interpersonal skills.

- Strong organizational, time management, and multitasking abilities.

- Proven ability to prioritize work effectively in a fast-paced environment.

- Experience troubleshooting complex customer issues.

- Strong attention to detail and commitment to service quality.

- Ability to work versatile schedules, including on-call responsibilities when required.

- Proficiency with support ticketing systems, reporting tools, and Microsoft Office applications.

Key Competencies

- Customer Focus

- Bilingual Communication (French and English)

- Problem Solving

- Decision Making

- Organizational Skills

- Time Management

- Adaptability

- Collaboration

- Accountability

- Operational Awareness

- Attention to Detail

- Multitasking and Prioritization

- Quality Assurance

Why Apply?

This role provides an opportunity to expand your expertise, contribute to operational improvements, support bilingual service delivery, and further develop your career within the Customer Support organization.

Internal applicants who have demonstrated strong performance, reliability, customer service excellence, bilingual support capability, and a commitment to continuous improvement are encouraged to apply.

📌 Senior French Customer Support Analyst *INTERNAL POSTING ONLY* (Vancouver)
🏢 Innovation Networks
📍 Vancouver