Bi-lingual Technical Support Representative

Beanstream Internet Commerce Inc.

January 27, 2014

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at
http://www.viatec.ca/job-board/10809

Job Category: 
Technical
Job Specialization: 
Other
Job
Company Overview: 

BEANSTREAM

Since 2000, Beanstream Internet Commerce has provided payment, risk management and authentication solutions to some of North America’s leading companies and institutions.

Beanstream has forged relationships with major financial institutions, built a network of over 600 partners and 17,000 merchants, and provides white label solutions for First Data Canada, and TD Bank, and Sage Payroll. Customers include both online merchants and brick and mortar merchants, government, financial institutions and higher education.

Beanstream is situated in Victoria, British Columbia, Canada, and employs about 50 people.

Job Summary: 

Position Summary

The Technical Support Representative’s main role is to provide pre and post sales technical and administrative support to Beanstream’s merchant base across Canada and the US. The Technical Support Representative is expected to deliver quality customer service while managing multiple priorities to attain planned service level objectives in quality and productivity, and to actively contribute to achieving the Contact Centre’s business goals.  This position is also responsible for account setup from the Documents Received stage through to the completion of the Beanstream account setup (authorized for Live/Live stage).  The Technical support representative will liaise closely with support staff and the Sales, Finance, and the Tech Lead/Development teams.

Key Accountabilities

  • Professionally and efficiently triage, troubleshoot, and resolve customer care and technical support received via inbound calls and e-mails, taking ownership of the problem until resolution and according to established guidelines
  • Technical troubleshooting and problem analysis for Beanstream backend/hosted solutions
  • Process customer applications in the Beanstream system from the “create” to “live” stages within the defined turnaround time using the Customer Relationship Management (CRM) system, and providing customer system integration support as required
  • Promote Beanstream products and services to maximize leads for sales team, and building strong relationships with new and existing customers
  • Work with support team to identify and implement standards and process improvements
  • Ensure department key performance metrics, including customer response time, issue resolution time, and departmental efficiency are met or exceeded
  • Cross-train with other team members on all add service/ maintenance requests and to provide backup support to various departments
  • Process and administer add service/maintenance requests to various systems, and alters systems for all required services with emphasis on accuracy and turnaround time.

Knowledge, Skills & Abilities

  • Fluent in English and French (spoken and written)
  • Knowledge of CRM principles including data entry, email filing, logging support calls, generating and following up on personal progress/task reports
  • Able to follow established checklists and carry out assigned tasks in accordance with designated process flow
  • Ability to understand the roles of other members of the support team and to assign/redirect support and application issues to the appropriate member of the team
  • Highly motivated, with a positive attitude and energy
  • Ability to deal with customer inquiries in a friendly, knowledgeable, and efficient manner and answer questions pertaining to applications process, basic/intermediate technical and integration issues
  • Knowledge of Microsoft Office
  • Thorough knowledge of current and planned company products and pricing, competing services, and Beanstream’s relative positioning within the market
  • High level of attention to detail, and ability to manage multiple projects simultaneously in a fast paced environment

Qualifications

  • Must pass credit, security and background checks
  • Ability to converse fluently in English and French
  • Prior experience in a technical/customer support (B2B/B2C) role where telephone is the primary means of communication
  • High standard of professionalism
  • Experience with HTML authoring systems, creating templates, and using style sheets; and ability to understand and review programming (Java, VB, ASP, JavaScript)
  • Must be able to type at least 45 words per minute

Education and Training

  • University degree, College diploma or equivalent work experience in technology services

Key Competencies

  • Fostering Teamwork – the ability and desire to work cooperatively with others on a team
  • Diagnostic Information Gathering - The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information, when others are reluctant to disclose it.
  • Persuasive Communication - The ability to plan and deliver oral and written communications that make an impact and persuade their intended audiences.
  • Organization and Planning - Able to organize or schedule people or tasks; to develop realistic action plans while being sensitive to time constraints and resource availability.
  • Assertiveness - Able to maturely express one’s opinions and feelings in spite of disagreement; accurately communicate to others regardless of their status or position.
How To Apply: 

Please send resume and cover letter to ckraypohl@digitalriver.com.

Other Info: