Full-Time Bilingual Customer Support Analyst

Position Overview: As the first point of contact for customers, this role is responsible for addressing and resolving basic technical and functional issues related to Cority’s product suite. Cority provides 24/7 global customer support, and this position follows a rotating shift schedule from 8:00 AM to 1:00 AM, including on-call rotations and rotating holiday coverage. The role involves working with more senior team members and Tier 2 support teams as needed to resolve customer issues, while gaining product knowledge through training and hands-on experience. This is a Bilingual role (English and French).

Key Responsibilities:

• Respond to incoming customer inquiries via phone or email, ensuring a timely and accurate resolution of basic issues related to the Cority Product Suite.
• Troubleshoot and assist clients with common technical problems such as login issues, system errors, and basic configuration questions.
• Log all customer support interactions in the customer support system, including case details, updates, and resolutions.
• Provide consistent follow-up with customers, ensuring they are informed of the status and progress of their case.
• Escalate more complex technical issues or bugs to the appropriate Tier 2 teams, including Engineering, and track progress until resolution.
• Collaborate with internal teams to ensure that customer issues are addressed promptly and accurately.
• Assist in identifying recurring customer issues and report patterns to senior team members for further investigation.
• Maintain a working knowledge of Cority’s product offerings, learning new features and functionalities as they are released.
• Follow established support procedures and contribute to continuous improvement efforts by suggesting enhancements to current processes.
• Ensure compliance with Cority’s information security policies and immediately report any security-related incidents.

Qualifications:

• Bilingual (English and French).
• A bachelor’s degree in communications, business administration, computer science, information systems, or a related discipline, or an equivalent combination of education and experience.
• Experience in occupational health care or a related health field is a plus.
• Previous experience in a customer service or help desk role, preferably within a software or technology environment.
• Strong analytical skills with the ability to assess issues, identify root causes, and provide effective solutions.
• Strong customer service orientation with excellent verbal and written communication skills.
• Basic understanding of software systems and the ability to quickly learn and apply technical information.
• Solid organizational skills with the ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Comfortable working with different software platforms (e.g., Salesforce CRM or similar ticketing systems).
• Ability to work independently while also being a team player, collaborating with peers and senior support staff as needed.
• A positive attitude and a desire to continuously learn and improve technical and problem-solving skills.
• Willingness to work in a rotating shift schedule, including evenings, weekends, and holidays, as required.

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