Senior Process Associate

Job Summary

Bilingual Capability - Proficient in French and English language, preferably Quebec (Canadian French)  

Key Responsibilities

Good verbal and written communication skills with the ability to document customer issues clearly and professionally.

Bilingual Capability - Proficient in French and English language, preferably Quebec (Canadian French)

Customer-centric approach with focus on empathy, active listening, and ownership of customer experience.

Ability to work in rotational shifts in a 24x7 support environment.

Basic troubleshooting mindset, including probing, validation, and use of approved knowledge articles before escalation.

Ability to follow standard operating procedures, process updates, and ticket documentation requirements.

Attention to detail for accurate categorization, mandatory fields, caller details, screenshots, logs, and resolution notes.

Skill Requirements

Required Qualifications

Bachelor’s degree or equivalent practical experience.

1–2 years of experience in customer service, service desk, operations support, or technical support environment.

Basic knowledge of operating computer systems, ticketing tools, and Microsoft Office tools.

Ability to learn process flows, support procedures, and knowledge base articles within defined training timelines.

Other Requirements

Typing, comprehension, and documentation capability suitable for real-time ticket updates