Role- Customer Support Specialist (French Bilingual)

Location- Burlington ON (2 Days Onsite/Week)

Contract

- The Customer Support Specialist is a mid-level support role responsible for delivering an exceptional and memorable customer service experience during every interaction. This position provides operational and technical support to external B2B customers through designated communication channels, including phone and electronic methods.
- In this customer centric role, the specialist will manage a wide range of support requests related to application functionality, user access, and operational excellence.

The individual will develop into a subject matter expert on Clients products, applications, and processes, operating with a high degree of self-governance, accountability, and ownership.

- The Customer Support Specialist will also play a key role in supporting and mentoring junior team members, helping to strengthen their technical capabilities and customer service skills.

Success in this position requires strong judgment, initiative, and a passion for driving timely and effective resolutions on behalf of our customers.

Duties and Responsibilities

- Deliver exceptional customer service to all internal and external customers by demonstrating courtesy, professionalism, and a friendly demeanor.

Promptly acknowledge and address customer issues to determine support needs and identify the appropriate resolution path.

- Research and resolve issues using Knowledge Base articles and Standard Operating Procedures or escalate to higher?level support teams when necessary. Actively participate in departmental initiatives that promote best?in?class customer service.

- Provide first? and second?level technical support and triage by receiving, processing, and responding to requests through email, telephone, the ITSM ticketing system, and other communication channels. Maintain full ownership of the customer experience throughout the support lifecycle.
- Assess customer needs by guiding them through established procedures for equipment requests, relocations, software installations, sign?on issues, and programming changes.

Evaluate the nature and complexity of each request to ensure proper handling.

- Document all work thoroughly in the ITSM system, including incident details, troubleshooting steps, and final resolutions.




- Collaborate with Tier 1 and Tier 3 team members on support projects and departmental operations, providing assistance as needed.

- Serve as a liaison between Clients’s Global Technology Organization and internal/external customers by driving resolutions, monitoring aging tickets, and following up with other support teams to ensure timely closure.
- Demonstrate strong teamwork across all assigned support projects. Maintain professionalism, accountability, and preparedness, whether working onsite or remotely.

- Complete all required administrative tasks, including timesheets, compliance training, and shift updates.
- Create and maintain Knowledge Base articles based on solutions discovered during issue investigations. Collaborate and communicate to ensure knowledge is shared consistently across the support organization.

- Maintain a broad understanding of Clients products and services, applying proper escalation protocols and gathering essential details to determine service priority.
- Ensure all communications—written or verbal—are professional, clear, and empathetic. Provide customer outage communications related to MIM Bridges as needed.

Keep customers well informed regarding ticket status, next steps, expectations, and SLA timelines.

- Identify opportunities for process improvement to enhance customer service and operational effectiveness.
- Perform additional duties and special projects as assigned by senior tier staff or Customer Support Leadership.

- Support shift?based coverage, including holidays and scheduled weekend rotations, as required by business needs.
- Serve as a team ambassador, consistently representing the organization in a positive, professional manner.

Professional Qualifications Education & Certification

- High school diploma required. An associate or bachelor’s degree from an accredited college or university—or equivalent professional experience—is preferred.
- Preferred fields of study include Computer Science,



Information Technology, Computer/Data Systems Management, or related disciplines.
- Technical certifications such as HDI Support Center Analyst, HDI Support Center Professional, HDI Technician, or other relevant industry credentials are desirable.
- Ability to maintain all required certifications in active status.

Experience

- Prior experience working in an IT Service Desk, Help Desk, or Customer Call Center environment is required; experience within the consumer credit reporting industry or a financial institution is strongly preferred.
- Demonstrated experience effectively coaching, mentoring, influencing, and building rapport with internal and external users.
- Experience supporting users through multiple intake channels simultaneously—including phone, tickets, Teams, and email.
- Technical Skills
- Robust understanding of ITIL best practices, with exposure to ITIL foundational structures such as Service Transition, Service Management, Continual Service Improvement, and Incident Management.
- Knowledge of network connectivity troubleshooting, including familiarity with digital certificates, TCP/IP, VLANs, and routing.
- Strong command of systems, operational procedures, and enterprise support principles.
- Good typing skills, with a minimum of 45–50 WPM required.

Communication & Interpersonal Skills

- Excellent verbal and written communication skills, with the ability to convey technical information clearly and professionally.
- Strong interpersonal, collaboration, and negotiation skills with a demonstrated ability to work effectively within a team.
- Consistent professional demeanor, demonstrating diplomacy, engagement, and customer centric focus.
- Ability to remain open, coachable, and receptive to feedback.

Professional Attributes

- Proven ability to work assigned or required shifts—including nights, weekends, and holidays—to meet business and operational support needs.
- Ability to manage multiple priorities simultaneously while maintaining accuracy and attention to detail.
- Creative and innovative approach to problem solving, issue analysis, planning, and deployment of resolutions.
- Self directed, reliable, and accountable, with the ability to manage responsibilities independently in both office and remote setting

📌 Customer Support Specialist (French Bilingual) (Burlington)
🏢 Dexian
📍 Burlington