Who are we? At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives and is committed to doing well by doing good. What will you contribute? As a Bilingual Technical Customer Support Advisor, you will provide exception customer service for our industry leading software. The ideal candidates will have a record of passionate ownership of issue resolution and client success. The Technical Customer Support Advisor is the first point of contact for a wide range of customers (Mortgage Brokers, Lenders and Sales) via telephone, email and chat. Using our ticketing and documentation systems, Support Advisors are to provide advice, support and troubleshooting to resolve technical and non-technical issues in an effective and timely manner while identifying new product solutions and opportunities for our clients. Filogix, a Finastra Company, has been offering secure, reliable connectivity to the mortgage lender industry for over two decades. We thrive to offer to our employees an inclusive work environment where, for example, we prone the "be yourself" dress code policy. Here, you can get involved in any of our many corporate social responsibility programs and feel like you are giving back to the community. At Filogix, we want to offer the best to the mortgage lender industry and to our employees supporting the leading platform in the Canadian mortgage industry. Responsibilities & Deliverables: Your deliverables as a Bilingual Customer Support Associate will include, but are not limited to the following: Acting with intensity and passion you will perform speedy analysis and issue resolution of software related issues; Be familiar with the range of product offerings available and identify suitable solutions to be presented to clients and own the overall experience; Gains a deep understanding of the customer experience - identify and fill product gaps, generate new ideas that grow market share, and drive and subscription growth and client retention; Uses communication and client/customer service skills to clarify process and service standards; maintains composure in handling escalations and is sensitive to audience diversity; Identify and develop opportunities for up-selling and cross selling to paid subscription services Records, identifies and links key issues and patterns in ticketing systems and raise as escalations to next Tier of Support as appropriate; Identifies continuous improvement opportunities for processes which may improve customer experience; Other duties as assigned by your manager; Required Skills & Experience: 1-2-year experience in a support role in a helpdesk/call center environment would be an asset; Product support, cross-selling opportunity and some sales experience would be an asset; PC Hardware and Software troubleshooting experience; Superior written and verbal communication skills in French and English (mandatory), additional languages would be considered an asset Previous experience using chatbot, digital communication engagement with customers Strong browser & Experience with Multiple Operating Systems support Ability to work independently, apply judgment, maintain stable performance under stress and flexibility in an evolving work environment. Mortgage broker or lending origination experience will be considered a strong asset Mortgage industry knowledge and Lending knowledge is a strong asset Education/Certifications: Post-secondary diploma or certificate holder experience We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold: · Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave. · Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support. · Medical, life & disability insurance, retirement plan, lifestyle and other benefits · ESG: Benefit from paid time off for volunteering and donation matching. · DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra). · Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool. · Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best. Specific benefits may vary by location. At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves. Be unique, be exceptional, and help us make a difference at Finastra! Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially. Our team members are the heartbeat of our organization, and we pride ourselves on creating an environment that fuels career development, innovation and growth. Are you a recent graduate eager to make your mark, or an experienced professional ready for your next big challenge? At Finastra, you will play a pivotal role in developing and launching software solutions that will keep us at the forefront of FinTech industry. We're passionate about fostering a culture of continuous learning and development. Imagine having access to a treasure trove of training programs and resources designed to sharpen your skills and keep you ahead in the exhilarating world of FinTech. Whether you're looking to become an expert in a niche area or excited to explore new career paths, we've got the support and opportunities you need to achieve your dreams. Our career development initiatives are anything but ordinary. Think mentorship programs with industry leaders, transformative leadership training, and pathways to earning coveted industry certifications. We believe in growing talent from within and know that by investing in your growth, we're empowering you to soar to new heights and make a real impact at Finastra. We offer incredible career opportunities and your work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for our customers. There is a huge range of engaging projects where you can get stuck-in and add value whilst taking advantage of our ongoing development opportunities to build and hone your skills in your chosen area. Our perks include paid holidays, flexible working hours, a pension plan, and comprehensive health initiatives. Join us to supercharge your career, collaborate with industry experts, and thrive in a nurturing environment that powers both your professional and personal growth With us, you can grow, innovate, and make a real impact. At Finastra, we are proud of the wide range of incentives and benefits we offer our employees globally, reflecting our core values: doing well by doing good, putting people first, and open opportunities. We exceed statutory requirements to maximize our offerings, investing in flexible working policies, personal growth opportunities, and well-being programs. Highlights include our Flexible Vacation Policy, inclusive people policies, hybrid working framework, and comprehensive well-being support through programs like the Employee Assistance Program and TaskHuman coaching. Additionally, we emphasize ESG through volunteering time off and donation matching, promote DEI with multiple groups, and invest heavily in career and skills development. Recognition of our employees' efforts is integral, with our global recognition platform and regular employee feedback surveys shaping our inclusive and supportive workplace culture. At Finastra, we are committed to creating a workplace where you feel valued and respected. We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem. This philosophy is at the heart of our culture and the way we work.
