Responsibilities Responsibilities & Deliverables: Your deliverables as a Bilingual Customer Support Associate will include, but are not limited to the following: Acting with intensity and passion you will perform speedy analysis and issue resolution of software related issues; Be familiar with the range of product offerings available and identify suitable solutions to be presented to clients and own the overall experience; Gains a deep understanding of the customer experience - identify and fill product gaps, generate new ideas that grow market share, and drive and subscription growth and client retention; Uses communication and client/customer service skills to clarify process and service standards; maintains composure in handling escalations and is sensitive to audience diversity; Identify and develop opportunities for up-selling and cross selling to paid subscription services Records, identifies and links key issues and patterns in ticketing systems and raise as escalations to next Tier of Support as appropriate; Identifies continuous improvement opportunities for processes which may improve customer experience; Other duties as assigned by your manager; Required Skills & Experience: 1-2-year experience in a support role in a helpdesk/call center environment would be an asset; Product support, cross-selling opportunity and some sales experience would be an asset; PC Hardware and Software troubleshooting experience; Superior written and verbal communication skills in French and English (mandatory), additional languages would be considered an asset Previous experience using chatbot, digital communication engagement with customers Strong browser & Experience with Multiple Operating Systems support Ability to work independently, apply judgment, maintain stable performance under stress and flexibility in an evolving work environment. Mortgage broker or lending origination experience will be considered a strong asset Mortgage industry knowledge and Lending knowledge is a strong asset Education/Certifications: Post-secondary diploma or certificate holder experience