Kelly Services Bilingual Customer Support Analysts - $21/hr Eng/French in Richmond, Canada

Our client, a world-leading supplier of accounting and business management software to start-up, small, and midsized businesses is looking for Bilingual Customer Support Analysts (English/French) for a 6 month contract. Potential for full time employment.

Location: Richmond

Training date: November 19th, 2018

  • Temporary contract - Peak season for 6 months - Potential for full time employment

  • Excellent opportunity to build your career and experience!

  • Bi-lingual French/English

  • Pay Rate: $21/hr.

  • Day Shift from 9:00 am to 5:30pm - no weekends

Overview: As an analyst, you will be responsible for enhancing each customer’s relationship. This objective will be primarily accomplished by providing assistance for customers with questions or issues regarding products or services and their application in the customer’s business operating environment. Support is provided in adherence to company guidelines, and will be performed through various channels (telephone, email, chat, etc.). Customer relationships will also be enhanced by the identification of customer needs that can be addressed by additional products or services. In addition, analysts will regularly author articles for submission to the knowledge base and engage in team based project work.


  • Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals.

  • Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues.

  • Uses Knowledge Center Support (KCS) methodologies to efficiently resolve issues. Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. Maintains article quality standards.

  • Assists customers in gaining the most value from their products and services.

  • Identifies additional opportunities for solutions to benefit the customer's business needs.

  • Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources.

  • Works collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.

  • Prioritizes work balancing importance from the customer perspective and operational efficiency. Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization.

  • Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures.


  • Call center or Customer Service Experience

  • Able to provide technical support/troubleshooting

  • Familiarity with Microsoft Office

  • Great to have: experience with QuickBooks, ERP, held a position working under an accountant, tax preparation, computers and technology

Kelly Services offers:

-Competitive pay rate plus 4% vacation pay and eligible for statutory holiday pay

-Prompt weekly pay cheque via direct deposit

-A safe working environment

-Referral bonus ($)

-We invest in your personal and professional growth by providing you with free training opportunities via our website

Interested? Click on the “Apply” button! Your resumé will be forwarded in confidence to a Kelly consultant. We will not share your personal information with our clients without your prior permission.

Not the right opportunity for you? You can create a profile on our Kelly Career Network to be considered for other positions.

About Us

Kelly Services believes in relationships not transactions. That’s why we’re committed to successfully matching job seekers with the best employers across Canada and around the world. Whether your specialty is science, IT, finance, engineering, marketing, manufacturing, contact centre or business administration, and you’re interested in entry-level or management positions on a temporary or permanent basis, we’ll work with you to understand your likes, dislikes, goals and ambitions, and present you with opportunities that meet your needs. See what we have to offer. at

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