Bilingual Customer Support Specialist - Ottawa, Canada - Field Effect

Field Effect

Verified Company

Ottawa, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

People rarely can say that they work at a job they truly love—unless, of course, they work at Field Effect.

We believe in investing in the personal and professional success of our employees.

We want our teammates to feel great about the work that they do and about themselves when they are with us.

That is our culture.

We have an all-star team with industry-leading cyber security knowledge and analytical thinking that is engaged, motivated, genuinely curious, and has the willingness to be as diligent as possible.

Field Effect is a rapidly growing company with an increasingly distributed global workforce that provides world-class managed cyber security solutions for businesses of all sizes.

The company was founded by the brightest talents in cyber security, with a mission to remove the complexity of securing endpoints and networks by delivering monitoring and threat protection services that are easy to use and provide actionable insights.

We're proud to share that we've recently been named one of Ottawa's top employers, and achieved an eNPS score of 84

What You'll Do
Field Effect is looking add an articulate and proactive Bilingual Customer Support Specialist to their growing Service Delivery Team.

Reporting to the Head of Client Engagement, the person in this role will use their problem-solving skills while managing customer relationships via a hotline and ticketing system.

In this position, you will:

Respond to customer inquiries and provide technically supported solutions, update customers with regular case management efforts to ensure we exceed their expectations while adhering to our Service Level Agreement.
Provide troubleshooting towards resolving issues such as installation issues, best practice configuration, network troubleshooting and cloud configuration
Drive technical escalations, monitoring ticket progress across teams, to meet team response/resolution targets
Work closely with internal teams to gain knowledge and provide solutions to customers
Provide feedback on technical support procedures and policies, with the goal of improving overall customer satisfaction as well as efficiency
Provide ideas and assist with creation of documentation and internal support content

Experience & skills we look for:

1+ years' experience in a customer service, technical support or help desk role
Exceptional communication skills in French and English, both written and verbal is required
Proven ability to take complete ownership of problems from identification through to resolution
Ability to solve problems in a calm manner/deescalation
Excellent team spirit, a desire to help others
Personal motivation and excellent organizational/time management skills
Ability to work independently or within a team supporting our customers
Ability to handle multiple tasks at once

Added Bonuses

Good technical analysis and troubleshooting skills
Understanding of cybersecurity concepts
Experience supporting IP networks
Experience working in a startup/scale up

What You'll Get By Joining Our Team

Your brilliance will get a runway
You will collaborate with the greatest minds in the field
You will help shape the future of cybersecurity
A workplace of opportunity
Extensive Benefits such as Generous Paid Vacation
We work from a hybrid environment but open to applicants residing in Canada that prefer remote work

Field Effect is an equal opportunity employer.

All qualified applicants are given consideration regardless of race, religion, colour, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws.

If you have a disability or special need that requires accommodation, please contact us.

Field Effect has earned their outstanding reputation through innovation, ingenuity and drive to change the cyber security industry. As a result, they have been recognized with the Deloitte 2021 Technology Fast 50 and Technology Fast 500 awards. Their award-winning team is known for its knowledge and industry leadership.

In addition, they have been named one of the top employers in Ottawa, by Invest Ottawa, for three years in a row.

This team is committed to helping businesses simplify and improve their cyber security by empowering their employees to collaborate, grow and thrive in their fields.