Corcentric

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

Architect

• Direct the integration platform service improving integration process efficiency and enabling seamless data exchange. Provide architectural guidance and implementation support for integration platform and other microservices. Deliver comprehensive solutions architecture and system design expertise for cXML integration, PCI Compliance, and Agentic platform. Supervise and mentor teams, promoting best practices in cloud-native architecture, microservices, and software development to ensure high-quality deliverables. Collaborate with diverse, geographically distributed teams across multiple time zones, ensuring effective communication and project success. Provide technical expertise and support to agile scrum teams, facilitating efficient product development and delivery while resolving technical challenges. May telecommute from any location in the U.S.