Customer Support Specialist (Remote)

What is Equisoft?  Equisoft is a global provider of advanced insurance and investment digital solutions, recognized as a valued partner by over 250 of the world’s leading financial institutions. We offer a complete ecosystem of end-to-end and scalable solutions that help our clients tackle any challenge in this era of digital disruption. Our business-driven approach, deep industry knowledge, innovative technology, and expert teams help our partners solve their biggest, most complex problems. With are diverse and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its clients tackle any challenge in this era of digital disruption.

Why Choose Equisoft? With 950+ employees, we are a stable organization that offers career advancement and fosters a stimulating environment. If that’s not enough, then check out these other perks below:  

• Hiring Location: Canada (Montreal or Quebec City)
• You are welcome to work in our office, hybrid or remote 
• Internal job title: Customer Support, Specialist
• Full-time Permanent Role
• Benefits available day 1: medical, dental, retirement plan, telemedicine program, employee assistance program, etc.  
• Flexible hours   
• Number of hours per week: 40 
• Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University) 

Role: The Customer Support Specialist (Insurance and Investment) reports to the Manager, Support and will work closely with 8 other Customer Success Specialists. The incumbent will support insurance and investment advisors and their assistants.  They will be on the phone and managing email tickets, assisting customers with questions about the products as well as being a point-of-contact to resolve the occasional issue. They will get to know our product line and become an expert at advising customers. We will provide the candidate with the training and tools to perform in a fast-paced, multitasking environment.

Your Day with Equisoft:  

• Handle inbound customer calls in a courteous, timely, and professional manner.
• Strive to achieve first call resolution and maintain the quality of service provided by the department.
• Use listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
• Transferring and escalating calls to the appropriate department.
• Participate in training and strive to increase and improve existing skills.
• Provide technical support and assistance to end-users in a timely and efficient manner.
• Contribute to the documentation of repeated processes and standard operating procedures (SOPs) to increase efficiency and consistency in resolving issues.
• Promote clean data quality and architecture through solution design (naming conventions, help text, validation rules etc.)

Requirements

• DEC, ASP or DEP Diploma in any type of field
• Minimum of 3 years’ experience in a similar role
• Excellent telephone manner, customer service skills, active listening skills, verbal, and written communication skills.
• The ability to multi-task using multiple screens and systems while talking on the phone with customers.
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet
• Aptitude for issue identification and problem solving
• Strong sense of organization and prioritizing   
• Ability to resolve conflict and diffuse tension.
• Highly reliable with the ability to maintain regular attendance and punctuality
• Team spirit, tact, diplomacy, autonomy, rigor, and discipline
• Excellent knowledge of French & English (spoken and written)  

Nice to Haves:   

• Personal finance knowledge
• Knowledge of Zendesk and Hubspot

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

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We thank you for your interest in our company and we guarantee that all submitted applications will be considered.

Only those whose applications are selected will be contacted for interview purposes. By submitting your application, you consent to Equisoft collecting, using & storing your personal data in order to apply for a job and for Equisoft to analyze your application. Due to the nature of its products and services, Equisoft will perform thorough background checks prior to confirming one’s employment.