Customer Support

• Provide phone and email support to clients across the US and Canada using fluent French and English.
• Respond to customer inquiries—both technical and non-technical—via phone and email in a professional and timely manner.
• Handle inbound and outbound calls using a soft-phone application.
• Use CRM tools to manage daily workload and maintain accurate case records.
• Navigate websites and search engines to gather contact information for payment execution.
• Submit product and development tickets to report technical issues.
• Apply active listening and probing techniques to effectively resolve customer concerns.
• Troubleshoot payment declines and escalate complex issues when necessary.
• Investigate and resolve invoice discrepancies.
• Follow established call handling procedures and maintain proper telephone etiquette.
• Manage payment cases and ensure accurate updates in CRM and payment systems.
• Verify user information to set up system administrators in the payment system interface.
• Follow established security procedures to assist customers with profile management and update information within the payment system interface.
• Use email templates and case management protocols to communicate with customers.
• Forward payment-related issues to clients’ Accounts Payable teams following proper procedures.
• Demonstrate critical thinking and sound judgment in decision-making.
• Communicate clearly and professionally across all channels.
• Take ownership of tasks and follow through without needing reminders.
• Participate in team improvement initiatives and respond positively to coaching.
• Collaborate effectively with team members to achieve shared goals.
• Report to the Manager, Payment Operations and spend significant time on the phone with US and French-Canadian clients.

Bilingual Support Specialist – French

Customer Service, Warehouse Associate

Customer Experience Coordinator

Customer Experience Specialist

Manager, Customer Experience

Customer Experience Analyst