Careers @ Advicent

Build the future. Own your future.

Advicent Solutions is the leading provider of software-as-a-service (SaaS) technology solutions for the financial services industry. Our products include Web-enabled marketing communications, needs-assessment and financial planning tools. More than 250,000 financial professionals, including dozens of the world’s largest financial institutions, use Advicent’s solutions to help them grow their business, create exit barriers and stay top of mind.

Our team is revolutionizing the financial planning industry. Come join us!

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Bilingual Support Specialist

CAN-QC-Montreal
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Overview
Advicent is a financial technology (FinTech) company embarking on the next phase of our growth journey.  Through our innovative product capabilities and dedicated services we are able to help thousands of financial professionals and their clients understand and impact their financial future. Our mission? To one day enable everyone to achieve this same goal.
Position Purpose

As a Bilingual Support Specialist at Advicent, you will provide customer-service-oriented technical support to Advicent customers in both the Canadian French and English languages, as well as clearly communicating technical solutions to our partners with the goal of high levels of customer satisfaction and loyalty.

This position is work-from-home with occasional travel requirements to Milwaukee, WI, USA for training and development.

What you’re accountable for
  • Under general supervision, provide timely and accurate technical support to partners on Advicent products through both written and verbal communications
  • Manage the French language queue and prioritize responses
  • Prioritize and solve complex technical issues based on established processes and workflows, escalating as necessary
  • Collaborate with other members of the Partner Support team to analyze and respond to customer inquiries and share best practices
  • Acquire and maintain necessary product knowledge, which is required in order to provide accurate solutions to customer inquiries
  • Record, track and document customer requests, updating through to final resolution
  • Ability to meet and exceed performance metrics as outlined by the Partner Support leadership team including quantity of cases, case quality, and customer satisfaction
  • Manage worktime efficiently in order to ensure that service level agreements with our partners are met
  • Perform other tasks on projects as needed/assigned by management
What skills are required
  • Bachelor’s degree in Information Technology, Business, Communications, Finance or related discipline. Plus one year of comparable work experience, or equivalent combination of education and experience
  • Experience in providing a positive customer experience, as well as effective verbal/written communication skills to explain technical information to nontechnical audiences
  • Fluent in both Canadian French and English languages
  • Demonstrated analytical skills and independent problem solving ability are required
  • Knowledge of Internet technology, web browsers, Microsoft Office including Outlook, and the Windows operating system
  • Ability to manage time effectively and collaborate to achieve goals as part of a team
  • Commitment and willingness to strive toward achieving Advicent’s goals
  • Demonstrated flexibility and responsiveness to work in an ever changing environment
  • Desire to develop one’s self and take advantage of opportunities to practice and enhance business/technical skills
  • Display mutual trust and confidence while contributing to an ethical and respectful culture
  • Knowledge of financial planning industry helpful
  • Must be able to type and sit for long periods of time and resolve issues over the phone and via email/internet
  • Travel to Advicent headquarters in Milwaukee, Wisconsin may be required for initial onboarding/training and annual company-wide events 
To be successful at Advicent, you will
  • Always seek a meaningful outcome and maintain a sense of urgency in everything you do.
  • Be continuously curious and have an ongoing desire to disrupt the status quo.
  • Take initiative and look to expand your role.
  • Always look for ways to contribute to the team and our success.
Benefits & Perks
  • Health, dental, vision, HSA/FSA, 401K employer match
  • 4 weeks PTO, 9 paid holidays, 8 hours paid volunteer time off
  • Free access to on-site fitness center, casual dress, President's Club incentive trip for top performers, free covered parking, free caffeine (coffee and soda), monthly volunteer opportunities, employer-sponsored engagement & wellness events
  • Tuition reimbursement, industry training opportunities