Customer Support Representative (Bilingual)

The Customer Support Representative delivers exceptional support to our clients via telephone, email, and chat in both English and French. This role serves as a primary contact for product and service inquiries, resolving basic billing and technical issues, maintaining accurate client records, and escalating complex matters to senior team members.

Key Responsibilities

•Customer Engagement: Provide exceptional support via telephone, email, and chat in both English and French.

•Issue Resolution: Answer product/service questions and resolve basic billing, technical, and usage issues using established guidelines.

•System Management & Documentation: Update and maintain accurate records of all customer interactions in internal systems to ensure high data integrity.

•Triage & Escalation: Identify complex issues and route them to senior staff or appropriate departments.

•Continuous Learning: Participate in ongoing training on Cotality products, services, and operational updates.

Qualifications

Required

•Education: High school diploma, GED, or equivalent.

•Language Skills: Bilingual fluency (written and verbal) in English and French.

•Technical Skills: Proficiency with Microsoft Office Suite.

Preferred

•Experience: Prior customer service or contact center experience.