Customer Service Representative
Centah Inc. - Richmond Hill, ON

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Centah is Hiring 3 Candidates for Customer Service Positions: 1 Bilingual French, 1 Bilingual Spanish and 1 Enlish Speaking

If you love working with people as well as technology then this is the right job for you. Centah is a SaaS company that was established in 2004. We are the experts in the Home Improvement Industry, providing software, call centre and other business solutions to our many Retail and Manufacturer customers in Canada and the US.

The ideal candidate has a good command of both the French (or Spanish) and English language, and sees themselves as being a focused, result driven individual who finds innovative approaches to resolving problems and managing issues. A team player who enjoys taking initiative and can effectively draw on resources to problem-solve.

Comfortable in contributing to a team, you will also be capable of working independently on tasks of various sizes and complexities. As a team player, you have highly developed communication skills, which enables you to work efficiently and effectively with people throughout the organization. Flexible and highly adaptable, you thrive in fast paced, dynamic work environments and enjoy the challenges that come with constant change. Above all, you have a great attitude, with a passion for learning and a desire to empower our users.

Responsibilities:
*Act as a single point of contact for all first and second level User requests and incidents
*Perform English and French training sessions for both new and existing users through a variety of channels such as telephone conferencing and online training software both internal and external
*Provide bilingual support to all End-Users based, both verbal and written
*Prepare translations as needed for communications, new product releases, and system support
*Perform End-User requests, soliciting approvals when needed, for changes relating to Information *Management, User Accounts, Training, and Lead Management
*Triage reported incidents and problems following escalation processes, and providing interim workarounds as available
*Respond to inquiries, requests, and incidents in accordance to pre-established SLAs
*Reference business processes and knowledge base for individual ticket handling
*Take initiative to ask for assistance as needed, and escalate issues to Head of Client Support when necessary
*Convey appropriate information and resolutions with all user communications channels
*Provide accurate and timely logging into the Ticketing System
*Assist in knowledge base updates and complete system maintenance, as assigned
*Ensure compliance to all clients and confidentiality agreements
*Assist with implementation and projects management assignments
*Contribute to User Acceptance Testing on new, existing functionality releases
*Traveling to external clients may be required for on-site demo and hosted trainings
*Other duties and responsibilities as assigned


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