[Hiring] Bilingual Advisor Support Specialist @Apexa

Role Description

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.

We are looking for a Bilingual Advisor Support Specialist for a 12-18 month contract to join our team and help us deliver the best experiences to our clients. This role is fully-remote.

As a Bilingual Advisor Support Specialist, you are responsible for front-line technical support, troubleshooting, and ensuring customers have a pleasant user experience. 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.

You will manage incoming communications over the phone, JIRA work order management system, and emails, and host Zoom sessions with screen sharing to support troubleshooting.

In this role, you will act as a customer-focused brand ambassador, applying APEXA's mission, vision, and values in all interactions with our client community.

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.
• 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.

Qualifications

• 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.
• 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.
• 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).

Requirements

• Evidence of strategic thinking and implementation in a tactical way, ensuring a high and constant level of customer satisfaction.
• Demonstrate adherence to MIB’s Core Values in behaviors, actions, and results:
• Think Like a Client
• Act Like an Owner
• Make a Difference