5,272 Bilingual Support jobs in Canada

Contribute to the achievement of line of business goals and objectives by providing professional expertise and direction to plan sponsors, intermediaries, consulting actuaries, client auditors and internal partners on reporting of **Annual Information Return** (AIR), **Financial Statement** (FS) and other related reports pertaining to registered pension plans (DC, DB, IPP, etc.) and other group savings programs ranging from simple to complex in nature.
Provide Total Customer Satisfaction by meeting quality and service standards required to achieve line of business goals, objectives and key results.
**Position Responsibilities:**
+ Provides knowledge and expertise for the preparation of reports required by government authorities and pertaining to registered pension plans (DC, DB, IPP, etc.) and other group savings programs ranging from simple to complex in nature.
+ Processes AIR/FS reports in accordance with the audit & control, legislation and service level agreement requirements applicable to complex plans.
+ Provides the necessary support to plan sponsors, intermediaries, consulting actuaries, client auditors and government authorities on reporting for complex plans.
+ Responds professionally and accurately to requests for information from plan sponsors, intermediaries, consulting actuaries, client auditors, government authorities and internal partners on AIR/FS reports pertaining to registered pension plans (DC, DB, IPP, etc.) and other group savings programs ranging from simple to complex in nature.
+ Performs a thorough analysis of the data that support the preparation of AIR/FS reports for complex plans.
+ Ensures that the needs of our clients' auditors are clearly understood and met in a timely manner.
+ Enhances knowledge and expertise, keeping up to date on legislation, business practices, compliance and administration issues related to registered pension plans (DC, DB, IPP, etc.) and other group savings programs.
+ Provides support in the coordination of daily workflow and priorities.
+ Participates in process improvement activities and departmental initiatives designed to achieve a higher service level, increase cost efficiencies and productivity (as required).
+ Identifies and reports weaknesses, and applies financial and operational controls to mitigate risks. Ensures compliance with regulatory requirements and internal policies.
**Required Qualifications:**
+ Knowledge of the administration of registered pension plans (DC, DB, IPP, etc.) and other group savings programs.
+ Strong knowledge of reporting requirements (AIR/FS) prescribed by government authorities.
+ Strong knowledge of our clients' auditors' reporting requirements.
+ Proficiency in Group Savings and Retirement applications and systems (i.e. SLX and/or MPS).
+ Strong knowledge of Microsoft Office Suite (mainly Word and Excel).
+ Capacity to communicate complex concepts in layman's terms to clients and/or auditors.
+ Bilingual.
**Preferred Qualifications:**
+ University education in Administration, Finance, Accounting or Actuarial Science, or equivalent experience in the industry.
**_When you join our team:_**
+ We'll empower you to learn and grow the career you want.
+ We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
+ As part of our global team, we'll support you in shaping the future you want to see.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a .
**Referenced Salary Location**
Montreal, Quebec
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$44,775.00 CAD - $74,625.00 CAD
Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual.
Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

Job Description

Job Description

This role is for the Member Communication Centre (MCC)/Centre de communication des membres . Reporting to the the Bilingual Manager or Assistant Manager Bilingual Member Support, the Bilingual Member Support Specialist provides exceptional member service through multiple communication channels, including virtual and telecommunications with efficiency and accuracy. The MSS actively engages with members to understand their financial needs, offering personalized solutions that support their long-term well-being. By addressing inquiries, resolving concerns, and identifying opportunities to enhance financial confidence, this role fosters strong member relationships while contributing to the organization's success. This role supports Assiniboine Credit Union/ Caisse Assiniboine (ACU)’s commitment to rural and agricultural communities, francophone services, values-based banking and ACU’s triple bottom line accountability to people, planet, and prosperity.

Overview

Responsibilities:

• Proactively develop, retain, and grow member relationships by identifying needs through advice-based conversations and delivering tailored financial solutions that align with both short- and long-term goals across multiple channels and refer quality opportunities to appropriate internal experts or partner channels when outside of scope.
• Champion a digital-first mindset by inspiring, educating, and empowering members to embrace digital solutions driving engagement and adoption through proactive self-serve advice.
• Consistently apply best practices to deliver efficient, effective, and confidential member interactions aligned with Service Standards and Contact Center KPIs.
• Accountable for achieving individual performance targets and collaborates to support team success, actively identifying opportunities and executing strategies to achieve and exceed goals, while collaborating with leaders to continuously refine approaches for success.
• Accountable to develop and maintain a working knowledge of ACU and Outlook Financial processes, procedures, and industry trends – including competitor products and strategies—to ensure the consistent, high-quality delivery of sales and service to members.
• Responsible to resolve member concerns using effective de-escalation techniques, ensuring empathy, professionalism, and adherence to service standards while appropriately escalating complex matters.
• Accountable for identifying and recommending process improvements that enhance efficiency, optimize the member experience, and strengthen internal workflows.
• Consistently apply sound judgment and adhere to established credit union procedures, policies on internal control and risk management, when assessing and processing requests within assigned authorities.
• Participate in and execute strategic sales, service, marketing and organizational initiatives that strengthen member and community relationships and drive sustainable growth for the credit union.
• Demonstrates understanding and commitment of ACU’s commitment to values-based banking, shared value, respectful workplace, and Diversity, equity and inclusion.
• Always maintain professional confidentiality and privacy.
• Responsible for compliance and risk management, through the execution of internal policies and procedures, always maintain ongoing compliance with regulatory and legislative requirements.

Qualifications:

The competencies for the position would typically be acquired completion of a high school diploma plus a minimum 1 year of demonstrated experience in a member-focused, goal-oriented environment, preferably within financial services. A combination of relevant experience and education will be considered.

Key Occupational Skills:

• Excellent customer/member service focused on understanding needs and providing support
• Knowledge of the T24 banking system (Legacy Caisse) is an asset
• Strong verbal and written communication skills in both French and English; clear and professional
• Emotional intelligence to adapt style, show empathy, and manage interactions effectively
• Results-driven with ability to meet or exceed goals
• Strong problem-solving and critical thinking skills
• Works independently with strong self-management
• Efficient multitasking in fast-paced environments with attention to detail
• Proficient with computers and multiple software/communication tools
• Above-average typing speed and accuracy for efficient documentation

Successful candidates must be able to work from Monday to Saturday during Member Communication Centre business hours.

Additional Information

• Candidates must be available to work Monday to Saturday during Member Communication Centre hours.
• Flexible work arrangements are available, subject to managers' discretion.

Who we are:

As a Certified B Corporation® and one of Manitoba’s Top Employers (2024), the culture at Assiniboine Credit Union / Caisse Assiniboine is supportive of the individual while focused on the greater community. With the widest geographic reach of any credit union in Manitoba, you’ll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.

Choosing to work at Assiniboine means that you’ll be working for a uniquely Manitoban credit union that…

• puts people, planet and prosperity first,
• values diversity and inclusion,
• is committed to serving its urban, rural, agricultural, and Francophone communities,

• is focused on social and environmental responsibility,
• supports employees through training programs and long-term career development,
• offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits.

If doing things differently and doing more is part of who you are, join us on a rewarding journey where your personal aspirations and career goals can align.

If you are interested in applying for this position, please submit your application by Friday, October 17, 2025, 4:00 pm. We thank everyone who applies, but only candidates selected for an interview will be contacted.

We are committed to workforce diversity and actively recruit people with diverse backgrounds, experiences, and perspectives reflecting the community in which we live and work. Applicants may request reasonable accommodation related to the materials and activities used throughout the selection process.

Job Description

Job Description

Salary: $48,000

As a Positrace Bilingual Technical Support Specialist English-Spanish, your primary responsibility is to provide first-level technical support for customers using our GPS products and services.

You will be the initial point of contact for customers seeking assistance with various technical issues, ensuring that their problems are resolved in a timely and efficient manner. This role requires strong project management skills, an understanding of our GPS systems and the ability to communicate technical information in a user-friendly manner.

This role is critical in ensuring customers have a positive experience with our products and services. Your technical expertise and ability to communicate effectively with customers will be key in resolving their issues and fostering loyalty.

Responsibilities

• Provide telephone and on-line technical support to existing customers in Canada, USA and in Mexico, including diagnosing and trouble-shooting GPS Tracking hardware and software issues
• Take ownership of customer issues, showing urgency to resolve problems and following up until they are fully resolved.
• Identify, analyze, and resolve customer technical problems efficiently.
• Document all inbound and outbound activities in the support ticketing system.
• Build lasting relationships with customers through excellent customer service, patience, empathy, and professionalism.
• Communicate clearly and effectively, adapting to the users technical level.
• Demonstrate a high level of initiative, suggesting improvements or solutions proactively.

Skills required

• Experience: 35 years in Helpdesk or Technical Support roles providing services to external customers.
• Technical Knowledge:
  • Linux operating systems.
  • Electronics knowledge.
  • Ability to diagnose and troubleshoot both software and hardware issues.
  • Knowledge of camera systems, networks, and connectivity (LAN/Wi-Fi/cellular) is a plus.
• Soft Skills / Customer Service:
  • Excellent customer service skills, including patience, empathy, and professionalism.
  • Strong communication skills (English and Spanish, spoken and written).
  • Take ownership of issues and follow through until resolution.
  • Urgency to resolve problems and a proactive mindset.
  • High level of initiative and ability to work independently.

• Other Skills:
  • Familiarity with SLAs (Service Level Agreements).
  • Strong organizational and time management skills with attention to detail.

Education

• Bachelors degree in Information Technology, Electronics, or Engineering.
  

Terms of Employment

• Full-time role
• Monday to Friday
• On-site

Job Description

Job Description

Software International (SI) supplies technical talent to a variety of clients ranging from Fortune 100/500/1000 companies to small and mid-sized organizations in Canada/US. We are currently searching for a Bilingual Technical Customer Support Specialist - English & Spanish- Remote for our IT Financial Services SaaS client for their North American/South American operations.

Role : Bilingual Technical Customer Support Specialist - English & Spanish- Remote

Type: Fulltime, Perm

Salary Range: $70,000 - $77,000 CAD as base depending on overall experience + 3 weeks paid vacation + stat holidays + sick days

Location: remote - client is based in Toronto, ON

Our client delivers innovative technology solutions that make cash processing and transportation more efficient, helping cash remain competitive in an increasingly digital payment landscape. They are currently adding a Technical Customer Support Specialist - Remote to support business in North and South America. The head office is based out of Toronto, ON.

Role Overview

Our client is seeking a Bilingual Technical Customer Support Specialist - English & Spanish- Remote to join their team in a full-time, remote capacity. This role is ideal for someone who excels at delivering exceptional customer service, enjoys solving complex problems, and thrives in a client-facing environment.

As a key member of our support team, you will be responsible for onboarding new clients and ensuring their continued satisfaction with our world-class SaaS solution for cash processing and transportation. You will guide clients through the setup process, provide training, troubleshoot issues, and help them optimize their operations using our software.

Key Responsibilities

• Lead onboarding processes for new clients, including training on system features and functionality.

• Demonstrate effective use of our SaaS platform to optimize cash processing and transportation operations.

• Respond to customer inquiries and resolve technical issues in a timely and professional manner.

• Provide proactive support to ensure ongoing customer satisfaction.

• Assist with testing and validation of new features or updates to the software.

• Collaborate with cross-functional teams (e.g., development, product) to improve the overall customer experience and provide feedback for continuous product improvement.
  

Qualifications & Requirements

• Prior experience in the cash processing or cash-in-transit industries is a strong asset.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills - Fluency in both English and Spanish

• Ability to work independently and effectively in a remote work environment.

• Tech-savvy and comfortable with SaaS platforms and client-facing technical interactions.

Software International (SI) supplies technical talent to a variety of clients ranging from Fortune 100/500/1000 companies to small and mid-sized organizations in Canada/US. We are currently searching for a Bilingual Technical Customer Support Specialist - English & Spanish- Remote for our IT Financial Services SaaS client for their North American/South American operations.

Role : Bilingual Technical Customer Support Specialist - English & Spanish- Remote

Type: Fulltime, Perm

Salary Range: $70,000 - $77,000 CAD as base depending on overall experience + 3 weeks paid vacation + stat holidays + sick days

Location: remote - client is based in Toronto, ON

Our client delivers innovative technology solutions that make cash processing and transportation more efficient, helping cash remain competitive in an increasingly digital payment landscape. They are currently adding a Technical Customer Support Specialist - Remote to support business in North and South America. The head office is based out of Toronto, ON.

Role Overview

Our client is seeking a Bilingual Technical Customer Support Specialist - English & Spanish- Remote to join their team in a full-time, remote capacity. This role is ideal for someone who excels at delivering exceptional customer service, enjoys solving complex problems, and thrives in a client-facing environment.

As a key member of our support team, you will be responsible for onboarding new clients and ensuring their continued satisfaction with our world-class SaaS solution for cash processing and transportation. You will guide clients through the setup process, provide training, troubleshoot issues, and help them optimize their operations using our software.

Key Responsibilities

• Lead onboarding processes for new clients, including training on system features and functionality.

• Demonstrate effective use of our SaaS platform to optimize cash processing and transportation operations.

• Respond to customer inquiries and resolve technical issues in a timely and professional manner.

• Provide proactive support to ensure ongoing customer satisfaction.

• Assist with testing and validation of new features or updates to the software.

• Collaborate with cross-functional teams (e.g., development, product) to improve the overall customer experience and provide feedback for continuous product improvement.
  

Qualifications & Requirements

• Prior experience in the cash processing or cash-in-transit industries is a strong asset.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills - Fluency in both English and Spanish

• Ability to work independently and effectively in a remote work environment.

• Tech-savvy and comfortable with SaaS platforms and client-facing technical interactions.

Bilingual Customer Support Expert
Job Description:
To identify customer needs and resolve technical issues regarding Sage's products and services, demonstrating strong problem-solving capabilities to maximize first-time resolution, enhance customer relationships, and enable an exceptional Sage experience.
*This is a hybrid role: 3 days per week onsite*
**Bilingual: French and English is a MUST**
Key Responsibilities:
Technical support focused:
● Through excellent probing and a comprehensive understanding of Sage's products and services, identifies the root cause of the customer's software or system issues.
● Demonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately complex issues.
● Serves as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools (e.g., blueprints), as well as identifying cases that require escalation (either strategically or technically)
● Ensures technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training.
Customer service essentials:
● Owns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics and goals.
● Assists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage's solutions to address their needs.
● Contributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge base, systems and processes.
● Documents customer contact, using relevant systems, in a clear, concise and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources.
● Works collaboratively and effectively in a team, maintaining a positive attitude, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.
● Prioritise work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and Sage.
Skills and know-how
- Communication Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.
- Active Listening Actively listens to each customer, remaining focused at all times to ensure attentiveness and enable a response that demonstrates an in-depth understanding of the issue at hand.
- Customer Focus Demonstrates an understanding of customers' needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships.
- Accountability Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes.
- Adaptability Has the flexibility to adapt to varying customer situations, handling change effectively with a positive approach.
- Technical Expertise Demonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage's products and services.
- Analytical Ability Solves problems through data analysis and critical thinking in order to reach logical conclusions and provide optimal solutions
Key behaviours
- Driven, likeable, curious, bold, caring and resilient.
Benefits? We have plenty.
- 100% paid premiums for health, dental, and vision coverage
- RRSP contribution match (100% up to 4%)
- 35 days paid time off (11 holidays, 16 vacation days, 3 personal days, 5 sick days)
- Work Away, an opportunity to work & play for 10 weeks in a country of your choice (from a Sage-approved list)
- 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after your start date
- 5 days paid yearly to volunteer (through Sage Foundation)
- $5,250 tuition reimbursement per calendar year starting 6 months after your hire date
- Sage Wellness Rewards Program (annual fitness reimbursement)
- Library of on-demand career development options and ongoing training offerings
Compensation offered will be determined by factors such as location, level, job-related knowledge, education, and experience. Certain provinces in Canada require job postings to include a reasonable estimate of the salary range applicable to the role. For this role, in those locations, the target base salary range for new hires is C$5,000 to C 64,000. In addition to base salary, employees will participate in a bonus plan (10%) based on company and individual performance. Our talent acquisition team will provide specific opportunities on our bonus or incentive programs. The range listed is just one component of the Sage total compensation package.
Function:
Customer Operations
Country:
Canada
Office Location:
Vancouver
Work Place type:
Hybrid
Advert
Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.
Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage:sage.com/en-ca/company/careers/working-at-sage/
Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc
We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out
Learn more about DEI at Sage:sage.com/en-ca/company/careers/diversity-equity-and-inclusion/
Equal Employment Opportunity (EEO)
Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.

Job Description

Job Description

As one of Canada’s largest and fastest growing cryptocurrency trading platforms, NDAX has set the bar high for the country’s fintech industry and is constantly leading the way in terms of security and innovation. We’re on a mission to empower more Canadians to unlock the full potential of digital finance. To address the various needs in the Canadian cryptocurrency space, NDAX has assembled a multidisciplinary team with diverse backgrounds, including finance, technology, engineering, compliance, marketing, and more.

We're proud to have been recognized as one of Canada’s Best Workplaces by Great Place to Work®.

Are you passionate about cryptocurrency and ready to explain it to anyone, from an expert to a novice? Do you thrive in a fast-paced environment? If yes, we have the job for you!

Ndax is currently looking to hire a part-time Customer Support Representative. As a customer support agent at Ndax, you will become one of the faces and names associated with our brand, so it is vital that you are friendly, understanding, patient, and kind to every Ndax client.

In this position, you will interact with customers to provide information in response to inquiries about products and services; you will also handle and resolve client's questions and complaints. Excellent communication abilities and data entry skills are essential for candidates.

Our clients have different levels of trading experience; there will not be a one-fit-all solution for every customer – being able to understand each customer's needs and meet them at their level is an important skill for any member of our customer support team.

Key Responsibilities

• Respond to customer service live chats, emails, telephone calls, and voicemails
• Maintain customer relationships by handling questions and concerns with speed and professionalism
• Resolve customer complaints, manage database records, draft status reports on customer service issues
• Provide a great experience and build loyalty with every customer you talk to
• Stay on top of promotions, product launches, and cryptocurrency trends
• Create value through superior customer service and expert product knowledge

Requirements

• Bilingualism with french is a MUST
• Self-motivated with an ability to solve problems on-the-fly
• Passionate for customer satisfaction with strong interpersonal communication skills
• An enthusiastic learner with a desire for continual growth
• Available full-time and have flexible schedules that meet business needs, including morning and evening shifts
• Cryptocurrency Experience or Interest: Previous experience in cryptocurrency-related roles would be a strong asset.

Benefits

• Full-time employees are eligible for the benefits plan (health-dental-vision)
• Technically strong, friendly, approachable people to work with
• Flexible working schedule

Job Description

Job Description

Salary:

LBMX is growing again . . .

We are seeking Bilingual Customer Support Analyst.

LBMX is a dynamic and growing software solutions company with an international perspective,locatedin London, Ontario.LBMX is the leading business marketplace provider for Buying Groups and Purchasing Co-operatives.With a flourishing customer base throughout North America, the United Kingdom and as far away as New Zealand and Australia, we are sure to offer a breadth of experience that provides the successful candidate with endless opportunities to expand their abilities.

If you are an experienced candidate looking for an exciting future and youre someone who is passionate about life, takes ownership of their role, isnt afraid to roll up their sleeves and thrives being part of a team then we invite you to apply.

Position Description:

We are looking for a bilingual (French and English) Support Analyst to assist clients with technical support questions and issues through email, phone and/or through video call. You will also be responsible for maintaining new and existing customer set ups as well as investigating technical issues and provide guidance to customers and consult with internal teams for resolution.

The successful candidate must possess superior verbal and written communication skills in both French and English and be committed to providing an exceptional customer experience. The successful candidate will also have strong people and organizational skills and be comfortable as an effective member of a productive team. Requires a high level of computer competency but no experience in computer programming required. Quickly to learn and become an expert of custom and third-party software applications.

Highly technical with the ability to learn and navigate both custom and third-party applications.

This is an on-site position at our London, Ontario, office. Must be able to legally work in Canada.

Positions Available: 2

Responsibilities:

• Triaging support issues and determining support priorities as per LBMX support guidelines.
• Configure and maintain customer accounts.
• Resolve daily file errors by analyzing the root cause and communicating to the appropriate party.
• Act as a primary contact for internal and external customers related to support tickets.
• Owning all customer issues until a satisfactory resolution is reached.
• Follow-up and correspond with customers as required.
• Act as an advocate for customers within internal meetings and discussions.
• Demonstrate commitment and a professional approach to providing excellent customer service.
• Investigate and/or escalate customers technical issues and ensure its resolution while maintaining ownership.
• Work with the Development team to provide customer feedback, helping to continuously provide relevant and high-impact products for clients.
• Developing internal and external support documentation.

Skill Requirements:

• Read, write, and speak in both French and English
• Ability to review and comprehend technical business requirements documentation.
• Understanding of basic business documents such as invoices, purchase orders, purchase order confirmations, etc.
• Strong attention to detail. Effective problem-solving and problem-prevention skills.
• Strong verbal skills and ability to develop rapport with people over the phone.
• Enthusiastically work closely with others in a positive team environment.
• Competent and comfortable in the use of computers, including standard business software such as Excel, Outlook, and Word.
• Ability to clearly document new processes and procedures.
• Willingness to eagerly take on new tasks as required.
• Proven ability to self-manage and function effectively in a professional environment.
• Must be fluent in English (reading and writing). Being fluent in French is an asset.
• Passion for constant learning.

Nice to Have:

• Understanding of data files in various forms (i.e. CSV, Excel, XML, etc.) and accompanying file layouts.
• Exposure to various Accounting/ERP/POS systems is an asset (Infor SXe, Epicor Eclipse, SAP, etc.)
• Familiarity with EDI standards (X12, EDIFACT, TRADACOMS) and data transport protocols (FTP, AS2, VAN, etc.)
• College Diploma or University Degree in accounting, business management, supply chain management, computer science/programming.
• Knowledge of using JIRA, Salesforce and Zendesk

Experience Required:

• Two or more years in a technical customer support setting

The Perks of Working with us!

• Competitive salary and benefits, including a health spending account and employee assistance program
• 3 weeks vacation to start with additional paid LBMX holidays throughout the year
• Company matched GRSP contributions
• Education subsidies for job-related courses
• Maternity/Parental and Compassionate Care Leave Top Up Program
• A healthy work/life balance
• Flexible Summer Hours
• $500 Staples Allowance for new full-time hires
• Named one of Canadas Top 100 Small & Medium Employers (2022, 2023 and 2024)
• Winner of Canada's Top 100 Employer (2025)

LBMX is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, Indigenous Peoples, and persons with disabilities. LBMX is also committed to providing accommodations throughout the interview and employment process. If you require any accommodations, please let us know and we will work with you to meet your needs.

Job Description

Job Description

APEXA a commencé avec une vision audacieuse de connecter numériquement le secteur de l’assurance vie afin de simplifier et de normaliser la mise sous contrat et la vérification de la conformité des conseillers, des agents généraux et des assureurs. Et c’est ce que nous avons fait.

Nos efforts ne peuvent être décrits que comme l’apogée de la collaboration. Nous avons formé une équipe d’experts constituée d’agents généraux, d’assureurs, de professionnels de la conformité du secteur, de prestataires de services réputés, de conseillers, de promoteurs de premier plan ainsi qu’une équipe APEXA inégalée, qui vise l’excellence durable.

Nous recherchons un spécialiste bilingue du soutien aux conseillers pour se joindre à notre équipe et nous aider à offrir les meilleures expériences à nos clients.

Ce poste est entièrement en télétravail.

Description de poste
Vous cherchez une occasion stimulante de rejoindre une communauté technique dynamique et tournée vers l’avenir? En tant que spécialiste du soutien aux conseillers bilingue, vous serez responsable du soutien technique de première ligne, de la résolution de problèmes techniques et du dépannage avec les clients afin de leur offrir une expérience utilisateur agréable et satisfaisante. Notre équipe de soutien n’est pas simplement un « service d’assistance » ; nous nous efforçons de comprendre notre communauté de clients et sommes fiers d’être des partenaires et des conseillers de confiance pour eux.
Notre équipe de soutien est composée d’analystes qui excellent à résoudre les problèmes des clients, qu’il s’agisse de fournir des instructions simples ou de résoudre des problèmes complexes nécessitant une réflexion critique approfondie et des solutions novatrices. Vous gérerez les communications entrantes par téléphone, par le système de gestion des demandes JIRA et par courriel. Vous animerez des sessions Zoom avec partage d’écran pour aider au dépannage.

Dans ce rôle, vous agirez en tant qu’ambassadeur de la marque centré sur le client et appliquerez la mission, la vision et les valeurs d’APEXA dans toutes vos interactions avec notre communauté de clients. Vous serez en première ligne pour nos clients, fournissant des solutions à leurs problèmes ainsi qu’à ceux des utilisateurs de la plateforme APEXA. En tant que premier point de contact avec nos clients les plus précieux, vous jouerez un rôle essentiel dans le succès global de notre plateforme.

Responsabilités

• Fournir un soutien exceptionnel aux utilisateurs finaux en français et en anglais.
• Aider les clients à résoudre les problèmes courants en proposant des solutions utiles et opportunes.
• Répondre aux demandes de soutien par courriel, en ligne et par téléphone.
• Prioriser et résoudre les problèmes de soutien client tout en fournissant des informations claires aux équipes internes et aux clients.
• Analyser chaque problème pour en identifier la cause fondamentale et le résoudre, ou proposer des solutions ou processus alternatifs, et référer les problèmes hors de son champ d’expertise aux experts concernés.
• Saisir les détails des demandes de soutien dans le système de gestion des demandes d’APEXA.
• S’assurer que les problèmes soumis par les clients sont résolus avec précision, professionnalisme et conformément aux accords de niveau de service.
• Favoriser les relations entre les différentes équipes internes et les partenaires afin de renforcer nos partenariats avec les clients.
• Fournir des instructions et de la documentation aux clients pour s’assurer que les processus appropriés sont compris et suivis.
• Travailler de manière cohésive au sein d’une équipe de spécialistes du soutien, en s’engageant mutuellement et en se soutenant les uns les autres.

Exigences

• Minimum d’un an d’expérience dans un poste similaire de soutien technique
• Connaissance et expérience de l’industrie de l’assurance vie. Connaissance des processus de contractualisation ou expérience en soutien aux conseillers en assurance vie constitue un atout
• Excellentes aptitudes à l’analyse, au dépannage et à la résolution de problèmes, combinées à la capacité de résoudre rapidement les problèmes
• Capacité à gérer la charge de travail pour garantir l’exécution complète et la satisfaction du client
• Compétences exceptionnelles en communication professionnelle – à l’oral et à l’écrit en français et en anglais
• Esprit de service à la clientèle et sens du travail d’équipe, de la collaboration, de la flexibilité et de l’initiative
• Autonomie avec un besoin minimal de supervision
• Capacité à penser stratégiquement et à mettre en œuvre des actions tactiques, tout en assurant un haut niveau constant de satisfaction client
• Capacité à interagir efficacement avec des utilisateurs ayant ou non des connaissances techniques
• Flexibilité pour travailler par roulement entre 8 h et 20 h
• Télétravail dans un environnement sécurisé (présence occasionnelle pour des réunions en personne)

Ce que nous offrons :

• Rémunération compétitive
• Gamme complète et généreuse d’avantages sociaux
• Programme de contribution de l’employeur à un REER

Alignement avec les valeurs fondamentales de MIB dans les comportements, les actions et les résultats :

• Penser comme un client
• Agir comme un propriétaire
• Faire une différence

APEXA began with a bold vision to digitally connect the life insurance industry to simplify and standardize contracting and compliance verification for advisors, general agents and insurers. And that's what we did.
Our efforts can only be described as the pinnacle of collaboration. We have assembled an expert team of general agents, insurers, industry compliance professionals, reputable service providers, advisors, leading promoters and an unparalleled APEXA team committed to enduring excellence.

We are looking for a bilingual advisor support specialist to  join our team and help us deliver the best experiences to our clients.

This role is fully remote.

Job Description
Looking for an exciting opportunity to join a vibrant and forward-thinking technical community? As a bilingual advisor support specialist , you are responsible for front-line technical support, troubleshooting and troubleshooting with customers so that they have a pleasant user experience and are always satisfied. Our support team is not just a "help desk"; we strive to understand our client community and pride ourselves on being trusted partners and advisors to them.

Our support team is made up of analysts who excel at solving customers' problems, whether it's providing simple instructions or solving complex problems that require deep critical thinking and innovative solutions. You will manage incoming communications over the phone, JIRA work order management system and emails. You will host Zoom sessions with screen sharing to support troubleshooting.

In this role, you will act as a customer-focused brand ambassador, and apply APEXA's mission, vision and values in all interactions with our client community. You will be on the front line for our customers, where you will provide solutions to their problems and those of APEXA platform users. As the first point of contact for our most valuable customers, you play a critical role in the overall success of our platform.

Responsibilities

• Provide exceptional support to end users in both English and French.
• Help customers solve common problems by proposing useful and timely solutions.
• Respond to customer support requests by email, online and by phone.
• Prioritize and resolve customer support issues and provide concise details to internal teams and customers.
• Analyze each problem to find the root cause and resolve it, or find alternative solutions or processes, and refer issues beyond their area of expertise to subject matter experts.
• Enter support request details into APEXA's work order management system.
• Ensure that issues submitted by customers through work orders are resolved accurately, professionally and in compliance with service level agreements.
• Facilitate relationships between different internal teams and partners to strengthen our partnerships with customers.
• Provide instructions and documentation to the client to ensure that the appropriate process is understood and followed.
• Work cohesively in a team of support specialists, engaging and supporting one another.
• Other duties as deemed necessary by Management

Requirements

• Minimum of one year of experience in a similar technical support position
• Knowledge and experience of the life insurance industry Knowledge of contracting processes or experience in supporting life insurance advisors is an asset
• Excellent analytical, troubleshooting, and problem-solving skills, combined with the ability to quickly resolve issues
• Workload management to ensure complete execution and customer satisfaction
• Exceptional professional communication skills – oral and written in both French and English
• Customer service mindset and sense of teamwork, collaboration, flexibility and initiative
• Autonomy with a minimum need for supervision
• Evidence of strategic thinking and implementation in a tactical way, ensuring a high and constant level of customer satisfaction
• Ability to interact effectively with users with and without technical knowledge
• Flexibility to work shifts on rotation between 8 a.m. and 8 p.m.
• Telework in a secure environment (occasional visits for in-person meetings)

What we offer: 

• Competitive compensation
• Full and generous range of benefits
• Employer Top-up RRSP Contribution Program

Alignment with MIB’s Core Values in behaviors, actions, and results:
 

• Think Like a Client
• Act Like an Owner
• Make a Difference

 

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