Offer summary

Qualifications:

Bachelor's degree or certificate in a computer-related discipline or equivalent technical experience., Minimum of two years experience in a technical support role., Excellent verbal and written communication skills in both French and English., Familiarity with SQL databases and query writing is an asset..

Key responsabilities:

Provide second-level product support to Inovatec Clients and troubleshoot issues.

Train Clients on product usage and monitor case priority.

Maintain Client Satisfaction Scores and properly log interactions in the ticketing system.

Collaborate with other teams to support business objectives and escalate issues as necessary.

Job description

About Inovatec:

Inovatec is an exciting growth company based in Vancouver BC, established in 2006. We are North America’s leading provider of cloud-based software solutions for the automotive, motorcycle, powersports, and equipment financing industries. Our solutions are used by some of the largest banks, credit unions, and finance companies in Canada and the U.S.

At Inovatec, we foster a diverse and inclusive environment that encourages collaboration where we grow together and win as a team. We must live up to our four core values: make sound decisions, get better every day, find a way, and we before me. We thrive by challenging the status quo to push the industry forward, and we know when to have fun! With team members across North America and Europe, we’re committed to investing in the development of our team, no matter where they’re located.

Job Summary

At Inovatec, the Bilingual Technical Support Specialist’s primary role is to provide second-level product support to Inovatec Clients. The Technical Support Specialist will troubleshoot issues and educate Clients on higher-level administrative functions, Salesforce Integration, query writing, and reporting.

As Inovatec offers financial software applications, the Technical Support Specialist will have a basic understanding of the banking industry, particularly about loans and leases. The Technical Support Specialist should be familiar with the numbers and metrics stored within Inovatec products and understand what the Client refers to when referencing everyday banking and financing metrics and terms.

The Technical Support Specialist is a Client advocate who can provide excellent Client service and a can-do, positive attitude in all interactions with Inovatec Clients. The Technical Support Specialist must maintain a positive and professional tone even when dealing with angry or irate Clients. The Technical Support Specialist must understand that Inovatec’s Clients are our focus.

Responsibilities:

Troubleshoot issues related to
- Product configurations and settings
- Database settings and advanced configurations
- Reporting and the ability to fix reporting functionality within our software
Write SQL queries to troubleshoot issues
Train Clients on product usage
Monitor queues and establish case priority
Maintain an established
- Average Handle Time for all contact channels that Inovatec Supports
- Client Satisfaction Score based on responses to surveys sent after cases are closed as resolved
Properly escalate issues that are outside of Support Boundaries
Communicate with Clients using pre-established scripting when appropriate
Properly log interactions with Clients and incidents as cases in the Inovatec ticketing system
Work with the members of the various other teams to support the objectives and SLA deliverables of the Business and Operations Teams
Other duties as assigned

Requirements:

2+ years of hands-on experience in providing excellent Client service and technical support in a high-volume Technical Help Desk (or a combination of experience and education)
Excellent phone, email skills and deskside etiquette
Excellent verbal and written communication skills in both French and English
Extensive experience in tracking and documenting issues via a helpdesk system
Proven ability to investigate and analyze information to derive solutions to problems
Excellent time management and attention to detail

Qualifications:

Bachelor's degree or certificate in computer-related discipline or the equivalent technical experience
Minimum of two years experience in a technical support role
Familiarity with SQL databases and query writing (an asset)

Our core values:

Make sound decisions: We put ourselves in our customer's shoes, always ensuring we have the right facts and focus on solving the right problems.

Find a way: No matter the challenge, we overcome hurdles, seek out solutions, and follow through on commitments to consistently exceed expectations.

Get better every day: With our growth mindset and positive attitude, we apply our passion for innovation not just to our products but also to ourselves.

We before me: Our collaborative spirit pushes us to act without ego, to communicate openly and honestly, and to win as a team.

What we offer: