Customer Service Agents- French/English

Minimum Qualifications: 
- BA/BS degree or equivalent practical & relevant experience of 3+ years in customer service profile 
- Experience in data center environment providing customer support, triaging & resolving issues 
- Ability/experience in handling technical/financial product support through all channels: phone, email and chat 
- Excellent business writing skills 
- Good typing speed (50 wpm & more) 
- Service oriented approach 
- Fluent in English & French 
- Excellent oral & written business communication skills 
- Proficient in Microsoft Office/Google Suite
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Preferred Qualifications: 
- Ability to work in multicultural environment, and as part of cross-functional teams.
- Attention to details. 
- Strong analytical background and experience. 
- Ability to multitask and prioritize under pressure. 
- Ability to work in a dynamic and fast-paced environment.

Skills: 
Previous customer service experience using similar platforms and channels  Responsible, qualified to handle sensitive user info 
Proven ability with working under a metrics driven environment inclusive of CSAT and case resolution times
Previous experience in troubleshooting & customer support  Previous experience working with Google products (good to have skill)
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Responsibilities: 
Answering tickets (English and French) according to SLA, TRT and quality requirements  Following 'case-handling' protocol (will be defined for most of the known cases) 
Using canned responses as well as free flow responses depending on the issue  Investigate issues using various tools: usage & users management tools, 3rd parties payment systems 
Review, categorize and escalate Feedback (an option in the rider app for users to provide feedback)
Review and tag feedback cases based on content 
Escalate to tickets 
Evaluating when to escalate issues; escalate issues to tier #2 and to tier #3 directly 
Ad hoc deep dives analysis on cases received