Mortgage Renewal Specialist managing client mortgage inquiries and providing solutions for CIBC. Collaborating with teams and resolving customer issues in the Mortgage Contact Centre remotely.
About the role
- Bilingual Tier I Help Desk Technician providing end user support for managed services operations. Answering calls, chats, resolving tickets, and assisting users with mobile devices.
Responsibilities
- Provide end user support for our managed services operations in Canada
- Answer phone calls, provide support using chat functionality, and resolve tickets and orders
- Create tickets for MACD requests (moves, adds, changes, and disconnects)
- Assist with activation of mobile phones and configuring the device for first time use
- Assist users with placing orders in their online portal
- Answer inbound phone calls
- Respond to voicemails
- Answer inbound chats
- Maintain satisfactory quality assurance scores
- Assist other teams with overflow work
Requirements
- High school diploma or equivalent
- 1-2 years of experience working for a mobile carrier such as Verizon, AT&T, T-Mobile, & Sprint (preferred)
- 1-2 years of experience within Inbound Contact Centers (preferred)
- A+ Certification (a plus)
- Must be fluent in French Canadian
- Regular and reliable attendance
- Strong communication skills to communicate with end users over the phone
- Ability to work overtime to complete projects
- Proficiency in using computers and technology
- Strong attention to detail and organizational skills
- Multitasking skills and ability to keep up in a fast-paced work environment
- The ability to utilize critical thinking to complete tasks.
- Ability to work independently without relying on significant management oversight
- Proficiency to use Microsoft Office products
- Experience working for a mobile carrier or equivalent
- Proficiency in typing, expected minimum of 40 words per minute
- Experience using Service Now or ticketing solutions
- Experience with Five9 soft-phone platforms
- Experience with AD manager, MDM, etc.
Benefits
- Virtual health visits
- Commuter perks
- Pet insurance
- Entertainment discounts
- Annual performance reviews
- Tuition assistance
- Internal career growth opportunities
- Generous 401(k) matches
- Life and disability insurance
- Financial wellness tools
- Annual awards
- Service anniversaries
- Referral bonuses
- Peer-to-peer shoutouts
Job title
Job type
Experience level
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