Bilingual System Analyst I

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main contact for technical and system inquiries related to the MyBenefits platform.

• Handle a high-volume queue of client inquiries while adhering to service-level commitments.

• Investigate and resolve application, system, and data-related issues.

• Address Tier 1 support requests and escalate more complex issues as necessary.

• Engage with clients through phone, email, and chat communications.

• Provide professional, empathetic, and customer-centric support.

• Assist in implementation, testing, onboarding, and go-live processes for new clients.

• Utilize internal support tools, ticketing systems, and platform diagnostics.

• Document solutions, processes, and knowledge articles effectively.

• Identify recurring issues and work with cross-functional teams to enhance client experience and platform performance.

• Contribute to process improvements and operational efficiencies within the team.

⛳️ Requirements

• 1–2 years of experience in technical support, customer support, or operations.

• Bilingual in French and English with strong cross-cultural communication abilities.

• Familiarity with ticketing systems and managing high-volume workloads.

• Excellent troubleshooting and analytical skills.

• Strong written and verbal communication capabilities.

• Ability to simplify technical language for non-technical users.

• Active listening skills are essential.

• High levels of empathy and emotional intelligence.

• Capability to adapt to various client perspectives.

• Strong time-management and organizational skills.

• Curiosity and a willingness to learn new systems and processes.

• Experience with benefits platforms or knowledge of group benefits principles is preferred.

• SQL scripting or database experience is advantageous.

• Background in SaaS or software platform support is preferred.

• Familiarity with Tier 1/Tier 2 escalation protocols is a plus.

• Must be eligible to work in Canada, as this position is listed as Remote (Canada).

🏝️ Benefits

• Competitive salary.

• Paid time off.

• Flexible benefits plan for employees and their families.

• Company-matched pension program.

• Share purchase program.

• Opportunities for community giving.

• Career growth prospects.

• Learning and development opportunities.