Technical Customer Service Representative (Bilingual) in Canada Creek, Nova Scotia at Jobgether
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Job Description
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Technical Customer Service Representative (Bilingual) based in Canada.
This role offers the opportunity to support customers using leading financial technology platforms that help individuals manage accounting, tax preparation, and financial tracking activities. You will serve as a key point of contact for users, delivering real-time assistance and guiding them through technical and functional issues within the software. The position blends customer support, technical troubleshooting, and solution education in a fast-paced digital environment. You will engage with customers primarily through inbound calls, ensuring a smooth and positive user experience while resolving issues efficiently. This is a remote-friendly role designed for individuals who thrive in communication-driven environments and enjoy problem-solving. You will also have opportunities to introduce relevant product features and help users maximize platform value. Strong bilingual communication skills are essential to support a diverse customer base across Canada.
- Handle inbound customer inquiries via phone, delivering clear, professional, and empathetic support in both English and French.
- Troubleshoot basic technical issues within financial software platforms and guide users step-by-step to resolution.
- Assist customers in navigating accounting, bookkeeping, and tax-related tools to complete key tasks effectively.
- Educate users on product features, functionalities, and best-use practices to improve overall experience.
- Identify customer needs and present relevant product solutions, including upsell opportunities when appropriate.
- Apply strong communication and de-escalation techniques to resolve customer concerns and maintain satisfaction.
- Navigate multiple systems and tools simultaneously while documenting interactions accurately.
- Must be legally authorized to work in Canada and be at least 18 years of age.
- High school diploma or equivalent required; post-secondary education is an asset.
- Strong bilingual proficiency in English and French, both written and verbal, is mandatory.
- Previous experience in customer service, technical support, or contact center environments is preferred.
- Familiarity with accounting, bookkeeping, or financial software systems is considered a strong asset.
- Sales or upselling experience is an advantage in customer interaction scenarios.
- Ability to multitask, work across multiple systems, and manage high call volumes efficiently.
- Strong problem-solving skills with a calm, customer-focused approach under pressure.
- Availability to work flexible shifts, including evenings, nights, and weekends.
- Must be able to pass a pre-employment background check and meet home office technical requirements.
- Competitive hourly compensation with an additional bilingual premium.
- Comprehensive health benefits including medical, dental, vision, and life insurance.
- Retirement savings plan with company matching contributions.
- Paid time off, employee assistance programs, and wellness support resources.
- Fully remote work setup with provided equipment to support job performance.
- Paid virtual training program with ongoing learning and development opportunities.
- Performance-based incentives and opportunities for tenure recognition.
- Strong internal mobility with clear pathways for career advancement.