Provide personalized inbound, tier 1 technical support to customers of a financial technology brand, assisting with its tax preparation software. This is an existing, temporary seasonal vacancy supporting current business operations. The role is remote and requires proficiency in both English and French.
Compensation and schedule
Pay: $19.20–$20.35 per hour, depending on province of residence, plus a $2.00 per hour bilingual premium.
Hours: 40 hours per week. Flexibility to work various shifts, including nights, evenings, and weekends, is required.
Responsibilities
- Support customers through inbound phone calls.
- Diagnose, troubleshoot, and resolve software and product issues.
- Guide customers through tasks and actions in the software.
- Explain products and solutions to customers.
- Document customer interactions and maintain account information according to client guidelines.
- De‐escalate customer concerns.
Qualifications
- Authorized to work full time hours in Canada and at least 18 years old.
- High school diploma or equivalent.
- Proficient in both English and French.
- Able to multitask and navigate between screens while assisting customers.
- Must complete a pre‐employment background check.
Previous customer service or technical support experience, accounting or bookkeeping software experience, and call centre experience are preferred.
Work-from-home requirements and training
A hardwired internet connection with at least 10 Mbps download and 5 Mbps upload speed, and a quiet, distraction‐free workspace, are required. Webcam presence is required during training and production. Equipment is provided. Paid virtual classroom‐style training and ongoing job‐specific training are included.