Tier 3 Production Support Specialist providing technical support in healthcare technology. Enhancing customer experience by addressing software - related inquiries and issues across the production environment.
About the role
- Bilingual Customer Service Representative providing technical support to Moneris merchants. Responsible for service excellence and troubleshooting technical POS issues.
Responsibilities
- Provide support to our merchant customers (support channels may include voice, chat, email, social media, third‑party integrated channels, and new or emerging channels and technologies).
- Promote our products and services to merchants, identify cross‑sell and upsell opportunities, and route leads through the appropriate channels.
- Accurately collect and document information provided by merchants while using effective troubleshooting techniques to deliver a consistent first response to inbound service and technical inquiries.
- Gather and record merchant information and apply problem‑solving techniques to provide a consistent initial response to telephone service requests and incoming technical issues.
- Responsible for achieving individual objectives that contribute to overall company goals, including but not limited to productivity targets, quality assurance goals, compliance requirements, attendance objectives, and adherence metrics (including capturing the voice of the customer via customer surveys).
Requirements
- 1+ year of customer service experience, preferably in a call centre or contact centre.
- Bilingual in English and French (read, written and spoken) is required.
- Understanding of computer features, software and hardware (routers/modems/etc.).
- Ability to work varied schedules, including evenings, weekends and statutory holidays.
Benefits
- Comprehensive total rewards program, including performance bonuses, flexible benefits from day one, and the choice between a Health Spending Account (HSA) and a Personal Spending Account (PSA).
- Retirement planning support, including profit‑sharing programs with employer contributions and a defined contribution pension plan.
- Opportunities for growth and development, including unlimited access to Coursera, mentorship programs and an internal technology platform for short‑term projects.
- Comprehensive wellness support, with an employee and family assistance program (EFAP), on‑demand virtual healthcare and workplace wellness initiatives.
- Recognition and rewards, with company‑wide recognition programs, exclusive banking benefits with RBC and BMO, and access to attractive employee discounts.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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