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Bilingual Specialist – Customer Access Support Team (CAST) - Fixed term contract

Customer Service Rich Text

  Synopsis of the role: 

As a Bilingual Customer Access Support Team (CAST) Specialist you will be providing support to all our clients that are accessing via the Internet to access various Equifax products and services. Support includes troubleshooting, explanation of various access methods, fulfillment and activation.

As part of the Customer Access Support Team you will be interacting with our members on a daily basis via both phone/email assisting them in regards to their request.

What you’ll do: 

  • Troubleshoot requests and answer general questions regarding Internet access.

  • Process incoming email and fax requests

  • Prioritize and handle all 2nd level escalations in a timely manner to resolve Internet boarding/Access issues. 

  • Share all resolution details with clients. 

  • Main point of contact for issues escalated to other departments. 

  • Provide feedback to the manager on required process and program changes to ensure customer satisfaction.                   

  • Keep up-to-date on product knowledge. Assist with training of new employees and coaching/training of existing reps on new products and services.     

  • Manage all CAST related documentation, including clients agreements, process mapping documentation, including updates/distribution/archiving. 

  • Assist with dept internet audit as required.                                                                                                      

  • Handle special projects as assigned and coordinate internet activation.   

What experience you need: 

  • 2+ years’ experience working in a call center environment

  • 1+ years’ experience providing Technical support

  • Fluent in both English and French written and spoken

What could set you apart:

  • Proficient knowledge of Internet browsers (Explorer, Chrome, Mozilla) and security

  • General knowledge of Operating Systems

  • General knowledge of Networking & Telecom

  • General knowledge of CIS, CSP & Financial Systems

  • General knowledge of MS Word and Excel

We offer comprehensive compensation and healthcare packages, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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