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

At arenaflex, we're shaping the future of Environmental, Health, and Safety (EHS) software, empowering organizations to create a safer, healthier, and more sustainable world. As a global leader in the industry, we're committed to delivering innovative solutions that meet the evolving needs of our customers. We're now seeking an experienced Bilingual Customer Support Analyst to join our team, providing exceptional support to our customers in English and French.

About arenaflex

arenaflex is the global enterprise EHS software provider creating industry-leading technology to empower those who transform the way the world works. For over 35 years, we've been powered by the spirit of innovation, deep domain expertise, and a commitment to integrity that enables higher levels of operational and sustainable performance with the most comprehensive, human-centered, and secure SaaS platform to help workers and businesses thrive in 100 countries around the world.

Our Culture

We pride ourselves on our values-driven, performance-oriented, dynamic, and growth-focused culture. Our leadership team strives to create a meaningful work experience for employees through challenging work projects and employee recognition. Our HR team ensures our employees have opportunities to get social through corporate volunteering and social happy hours both in office and virtually. We believe in job enrichment, employee development, and career planning, providing our employees with the skills and certifications they need to succeed.

What We Offer

At arenaflex, we keep abreast of the changing labour market to ensure that our employees are paid based fairly and equitably based on their skills, years of experience, education, and functional experience. Employee health and well-being are at the core of what we do.

We offer

• Competitive health benefits, dental plans, fitness allowance, health care spending account, retirement savings plan, work from home, as well as subsidized internet
• Opportunities for growth and development through annual training allowance, internal recruitment, departmental conferences, group training programs, and high talent programs
• A dynamic and inclusive work environment that values diversity and promotes equal opportunities
• A positive and supportive team culture that encourages collaboration and recognition

Job Overview

As the first point of contact for customers, this role is responsible for addressing and resolving basic technical and functional issues related to arenaflex's product suite. arenaflex provides 24/7 global customer support, and this position follows a rotating shift schedule from 8:00 AM to 1:00 AM, including on-call rotations and rotating holiday coverage. The role involves working with more senior team members and Tier 2 support teams as needed 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 a 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 are 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 are 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
• 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. arenaflex is an equal opportunity employer and does 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 for accommodation, please send an email to [email protected].

How to Apply

If you're passionate about delivering exceptional customer support and are fluent in English and French, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply for this job