Bilingual Technical Support (French and Engli
Top Benefits
About the role
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:
- Competitive salary and discretionary bonus
- Flexible work environment
- Career growth
- Monthly team events
- Industry-leading benefits plan
About Inovatec Systems Corporation
We are experts in providing innovative software solutions helping businesses establish a scalable, data driven business model within the automotive and equipment finance industry.
We offer quality solutions, service and support to clients from small businesses to large corporations no matter how unique or complex the problem may be.
Our expertise and passion for business process automation drives our commitment in developing innovative technology that will integrate and grow with your company, keeping our solutions successful in the long term. Providing clients with the highest levels of professionalism, combining integrity with excellence is the foundation upon which we continue to build our success today.
Our Product Inovatec LOS, LMS and Direct
Trusted by North America’s largest lenders, Inovatec provides an integrated lending platform developed to accelerate your lending business while ensuring you pay only for transactions you book. Our speed to market and highly configurable workflows ensure you can quickly adapt to changing markets. Our Open API infrastructure harmonizes partners, vendors, dealers, internal staff and management. Our streamlined user interface gives you the ability to quickly and easily decision a deal – often with just one click.
INOVATEC CONSUMER DIRECT Generate credit applications via mobile, web, or event chat. Our client-branded gateway opens new channels with multi-lender offerings and multi-asset submissions.
INOVATEC LOS Increase transaction volumes and speed to fund a deal. Our LOS framework leverages automation and machine learning to help you shave time off of every transaction. Plus, you only pay for the deals you book.
Inovatec LMS Eliminate silos and automate your workflows. Our simplified LMS provides a collaborative and unified view across all departments with auto-alerts for ease of operation.
Our Values • Make sound decisions – Think like the customer. Get informed and ask questions. Bring the right details. Use time wisely • Find a way – Overcome hurdles and find solutions. Follow through on commitments. Get things over the finish line • Get better every day - Thirst for innovation. Passion for learning and improving. Bring enthusiasm and a positive attitude • We before me – Open and honest conversations. Act selflessly without ego. Own mistakes and share credit. We win as a team
Bilingual Technical Support (French and Engli
Top Benefits
About the role
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:
- Competitive salary and discretionary bonus
- Flexible work environment
- Career growth
- Monthly team events
- Industry-leading benefits plan
About Inovatec Systems Corporation
We are experts in providing innovative software solutions helping businesses establish a scalable, data driven business model within the automotive and equipment finance industry.
We offer quality solutions, service and support to clients from small businesses to large corporations no matter how unique or complex the problem may be.
Our expertise and passion for business process automation drives our commitment in developing innovative technology that will integrate and grow with your company, keeping our solutions successful in the long term. Providing clients with the highest levels of professionalism, combining integrity with excellence is the foundation upon which we continue to build our success today.
Our Product Inovatec LOS, LMS and Direct
Trusted by North America’s largest lenders, Inovatec provides an integrated lending platform developed to accelerate your lending business while ensuring you pay only for transactions you book. Our speed to market and highly configurable workflows ensure you can quickly adapt to changing markets. Our Open API infrastructure harmonizes partners, vendors, dealers, internal staff and management. Our streamlined user interface gives you the ability to quickly and easily decision a deal – often with just one click.
INOVATEC CONSUMER DIRECT Generate credit applications via mobile, web, or event chat. Our client-branded gateway opens new channels with multi-lender offerings and multi-asset submissions.
INOVATEC LOS Increase transaction volumes and speed to fund a deal. Our LOS framework leverages automation and machine learning to help you shave time off of every transaction. Plus, you only pay for the deals you book.
Inovatec LMS Eliminate silos and automate your workflows. Our simplified LMS provides a collaborative and unified view across all departments with auto-alerts for ease of operation.
Our Values • Make sound decisions – Think like the customer. Get informed and ask questions. Bring the right details. Use time wisely • Find a way – Overcome hurdles and find solutions. Follow through on commitments. Get things over the finish line • Get better every day - Thirst for innovation. Passion for learning and improving. Bring enthusiasm and a positive attitude • We before me – Open and honest conversations. Act selflessly without ego. Own mistakes and share credit. We win as a team