Bilingual Retail Account Services Operations Specialist - French/English

X2O Mediasolutions enhance human outcomes by improving the digital visual experiences of high-performing individuals and teams globally. Its X2O OneRoom solution creates engaging hybrid and remote collaboration spaces to connect in-room and remote attendees in one equal learning experience.

X2O Media offers a range of unified visual communication solutions that enable organizations to create and visualize vast amounts of data into unique content.

X2O Media part of theSTRATACACHEfamily of marketing technology companies is headquartered in Montreal Canada.

The X2O benefits package includes:

• Highly competitive base salary with an annual bonus
• Generous vacation entitlement starting at 18 days
• Four pre-scheduled California Fridays each summer
• A paid week off between Christmas and New Year for everyone to recharge their batteries
• Paid personal days for illness bereavement or emergencies.
• Group insurance package fully funded by the company
• Employee Assistance Program
• RRSP matching program
• Hybrid 3 days/week
• Daily snacks in the lunchroom along with free tea and coffee
• Corporate social events
• Opportunity to work for a successful and growing SaaS company
• Work on innovative leading-edge products with an amazing team
• Located in beautiful downtown Montreal steps away from the metro.

Bilingual Retail Account Services Operations Specialist French/English

The Retail Account Services Team is hiring an Operations Specialist with fluency in French and English to provide support forSTRATACACHE core digital signage technologies. This position will be working full-time from our Montreal Quebec office.

Job Summary

We work directly with our Retail Customers the PRN Project Management team and a 3rd party vendor responsible for maintaining our clients infrastructure. The team conducts proactive monitoring and issue resolution and resolves customer-facing issues as they arise. We are responsible for keeping 98% of the devices in production online at all times and we work diligently to maintain and exceed this commitment.

This position will also support our French speaking customers within our Tier 1 Technical Support Analyst team as well.

Key Responsibilities:

• Provide technical support via phone and email for our Stratacache/Retail Customers follow the issue through to resolution.
• Analyze problems and develop solutions to meet customer needs.
• Follow team-specific guidelines for product group engagement to ensure timely resolution of customer issues.
• Document all technical inquiries and customer-reported problems in the customer tracking database including the nature of the inquiry and the resolution recommended.
• Multi-task prioritize and organize all calls and e-mails sent to and assigned to you.
• Handling and processing equipment replacements when needed.
• Processing tech requests working with a 3^rd party vendor to ensure this is handled on time.

• Fluency in English and French is required.
• Minimum 2 years technical support experience required
• Clear thinker with excellent interpersonal written and verbal communication skills
• Exceptional customer service skills
• Strong problem-solving/troubleshooting skills
• Professional and effective communication skills both verbal and written.
• Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
• Effective multi-tasking/organizational skills
• Attention to detail.
• Must be able to work autonomously as well as with a team.
• Excellent work ethic
• Works effectively with little instruction on day-to-day work and general instructions on new projects or assignments.
• Basic knowledge of IP-based networks and technologies.
• Good Computer skills and knowledge of MS Office Email Web browser and Excel/Google Sheet Reports.

EMPLOYMENT CONDITIONS: As a condition of employment all successful candidates are required to consent and successfully pass mandatory drug and background screening prior to first day of employment.

STRATACACHE and its family of companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability genetic information or any other status protected by applicable national federal state or local law.

While we are excited and appreciate your interest in our opportunities please keep in mind that we are not able to contact all applicants that have applied.

No vendor/agency solicitation please.