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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on effective communication in both French and English, alongside the ability to manage multiple requests efficiently. Proficient in using software tools and collaborating with cross-functional teams to enhance user experience and support departmental objectives.
Highest-signal resume keywords
Customer Service ExperienceBilingual Communication (French and English)Technical Support SkillsSoftware Proficiency (ODOO)Collaboration Across Departments
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportSoftware ProficiencyRequest AnalysisTraining GuidanceProblem-Solving
Soft Skills
Excellent Communication SkillsActive ListeningStress ManagementOrganizational SkillsTeam Collaboration
Tools & Technologies
CMSLMSODOO
Certifications & Qualifications
High School Diploma
Industry Keywords
Customer ServiceContracting ComplianceOnboardingPerformance Indicators
About the role
Key responsibilities & impact- Respond to incoming calls, emails, and tickets from SafeContractor users, particularly regarding the CMS and LMS modules.
- Analyze requests and assist users with the various modules in the software suite.
- Process requests submitted through ODOO and ensure thorough follow-up.
- Provide first-line technical support to users.
- Guide contractors through their online training and answer their questions.
- Explain the process users must follow to comply with the requirements of a contracting client.
- Address the needs of internal teams, including Accounting, Information Technology, and other relevant departments.
- Collaborate with the IT team to analyze new features and resolve technical issues.
- Handle urgent calls during business hours, particularly those related to the AT module and gatehouse connections.
- Support Customer Service team members and answer their questions as needed.
- Contribute to the onboarding and support of new team members.
- Participate in weekly department meetings and cross-functional meetings.
- Contribute to achieving department objectives based on established performance indicators.
- Perform any other related customer service duties.
Requirements
What you’ll need- High school diploma required.
- Excellent command of French and English, both spoken and written; proficiency in a third language is an asset.
- At least six months of customer service experience.
- Comfortable using computer tools and able to learn new software quickly.
- Excellent verbal and written communication skills.
- Passion for customer service and a commitment to providing a positive experience.
- Patience, active listening skills, and a problem-solving approach.
- Ability to work quickly, independently, and in an organized manner.
- Strong ability to manage stress, priorities, and a high volume of requests.
- Reliable, punctual, and dependable.
- Team player with the ability to collaborate across multiple departments.
- Adaptable and open to change.
Benefits
Comp & perks- Comprehensive mental health and well-being support
- Vacation starting at three weeks
- Wellness days and an annual volunteer day
- Comprehensive medical and dental coverage
- Company closure at year-end
- LinkedIn Learning license for skills development and professional growth
- Application response within 15 business days
- Interview process including an initial exploratory call with the recruiter, a first interview via Microsoft Teams, and an additional interview likely conducted in person
- Recruitment process accommodations available upon request