Experienced Bilingual Customer Support Analyst (English/French) – Global EHS Software Provider

At arenaflex, we're dedicated to empowering those who transform the way the world works by creating industry-leading technology for Environmental, Health, and Safety (EHS) software. For over 35 years, we've been driven by innovation, deep domain expertise, and a commitment to integrity that enables higher levels of operational and sustainable performance. Our comprehensive, human-centered, and secure SaaS platform helps workers and businesses thrive in 100 countries around the world. We're proud of our industry-leading client satisfaction and numerous awards for our strong employee culture and outstanding business performance. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic, growth-focused culture, we invite you to join our team as an Experienced Bilingual Customer Support Analyst (English/French).

What's in it for you?

At arenaflex, we prioritize our employees' well-being and recognize the importance of fair compensation. We offer a competitive salary based on your skills, years of experience, education, and functional expertise. Our comprehensive benefits package includes:

• Competitive health benefits
• Dental plans
• Fitness allowance
• Health care spending account
• Retirement savings plan
• Work-from-home flexibility
• Subsidized internet

We're a values-driven organization that fosters a performance-oriented, dynamic, and growth-focused culture. Our leadership team is dedicated to creating a meaningful work experience for employees through challenging projects and employee recognition. Our HR team ensures that employees have opportunities to socialize through corporate volunteering and social happy hours, both in-office and virtually.

Job Enrichment, Employee Development, and Career Planning

We prioritize job enrichment, employee development, and career planning to ensure that our employees have the skills and certifications needed to succeed. Our annual training allowance helps employees stay up-to-date with the latest industry trends and technologies. We also offer internal recruitment opportunities, departmental conferences, group training programs, and high-talent programs to help employees grow and develop within the company.

Position Overview

As a Bilingual Customer Support Analyst (English/French), you'll be the first point of contact for customers, addressing and resolving basic technical and functional issues related to our product suite. You'll work in a rotating shift schedule from 8:00 AM to 1:00 AM, including on-call rotations and rotating holiday coverage. This role involves working with senior team members and Tier 2 support teams to resolve customer issues, while gaining product knowledge through training and hands-on experience.

Key Responsibilities

* Respond to incoming customer inquiries via phone or email, ensuring timely and accurate resolution of basic issues related to the arenaflex Product Suite.

• Troubleshoot and assist clients with common technical problems such as login issues, system errors, and basic configuration questions.
• Log all customer support interactions in the customer support system, including case details, updates, and resolutions.
• Provide consistent follow-up with customers, ensuring they're informed of the status and progress of their case.
• Escalate more complex technical issues or bugs to the appropriate Tier 2 teams, including Engineering, and track progress until resolution.
• Collaborate with internal teams to ensure that customer issues are addressed promptly and accurately.
• Assist in identifying recurring customer issues and report patterns to senior team members for further investigation.
• Maintain a working knowledge of arenaflex's product offerings, learning new features and functionalities as they're released.
• Follow established support procedures and contribute to continuous improvement efforts by suggesting enhancements to current processes.
• Ensure compliance with arenaflex's information security policies and immediately report any security-related incidents.

Qualifications

* Bilingual (English and French).

• A bachelor's degree in communications, business administration, computer science, information systems, or a related discipline, or an equivalent combination of education and experience. Experience in occupational health care or a related health field is a plus.
• Previous experience in a customer service or help desk role, preferably within a software or technology environment.
• Strong analytical skills with the ability to assess issues, identify root causes, and provide effective solutions.
• Strong customer service orientation with excellent verbal and written communication skills.
• Basic understanding of software systems and the ability to quickly learn and apply technical information.
• Solid organizational skills with the ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Comfortable working with different software platforms (e.g., Salesforce CRM or similar ticketing systems).
• Ability to work independently while also being a team player, collaborating with peers and senior support staff as needed.
• A positive attitude and a desire to continuously learn and improve technical and problem-solving skills.
• Willingness to work in a rotating shift schedule, including evenings, weekends, and holidays, as required.

Additional Information

arenaflex is committed to a diverse and inclusive work environment. We're an equal opportunity employer and do not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation, please send an email to [email protected]. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic, growth-focused culture, we invite you to apply for this exciting opportunity. Apply for this job