Senior Process Associate

Job Summary

Bilingual Capability - Proficient in French and English language, preferably Quebec (Canadian French)

Key Responsibilities

• Good verbal and written communication skills with the ability to document customer issues clearly and professionally.
• Bilingual Capability - Proficient in French and English language, preferably Quebec (Canadian French)
• Customer-centric approach with focus on empathy, active listening, and ownership of customer experience.
• Ability to work in rotational shifts in a 24x7 support environment.
• Basic troubleshooting mindset, including probing, validation, and use of approved knowledge articles before escalation.
• Ability to follow standard operating procedures, process updates, and ticket documentation requirements.
• Attention to detail for accurate categorization, mandatory fields, caller details, screenshots, logs, and resolution notes.

Skill RequirementsRequired Qualifications

• Bachelor's degree or equivalent practical experience.
• 1-2 years of experience in customer service, service desk, operations support, or technical support environment.
• Basic knowledge of operating computer systems, ticketing tools, and Microsoft Office tools.
• Ability to learn process flows, support procedures, and knowledge base articles within defined training timelines.

Other Requirements

• Typing, comprehension, and documentation capability suitable for real-time ticket updates.