Analyst

The Customer Care Analyst is responsible for delivering high-quality customer support by independently resolving complex, escalated, and time-sensitive customer issues. This role goes beyond Tier 1 support and requires advanced analytical skills, strong judgment, and the ability to manage challenging customer scenarios with minimal supervision.

• Bilingual (English & French required)
• Advanced proficiency in both written and spoken English and French to support customers across English- and French-speaking regions

The Analyst evaluates customer cases, performs in-depth troubleshooting, ensures SLA compliance, and collaborates with cross-functional teams to deliver effective and timely resolutions. This role demands exceptional communication skills across phone, email, and chat channels while adhering to organizational policies, quality standards, and service expectations.

WHAT YOU’LL DO

Key responsibilities include, but are not limited to:

• Handle advanced customer inquiries via phone, email, and chat, delivering a professional, empathetic, and customer-first experience
• Manage and resolve complex and escalated cases, including technical issues requiring advanced troubleshooting and root-cause analysis
• Conduct daily audits, quality checks, and case reviews to ensure accuracy, consistency, and compliance
• Ensure timely responses across all channels in alignment with established Service Level Agreements (SLAs)
• Oversee phone queues, manage call overflow, and utilize Genesys status indicators appropriately
• Identify, document, and report system, data, or case errors in Salesforce promptly
• Support marketing initiatives, operational procedures, and organizational policies
• Perform product testing, diagnostics, and maintenance activities when required
• Collaborate with peers, supervisors, and management to escalate issues appropriately and efficiently
• Identify, track, and report unusual customer trends or recurring issues to leadership
• Participate in mandatory training sessions related to new products, policies, and processes
• Apply company guidelines to resolve customer concerns or determine when escalation is required
• Maintain, update, and protect customer records in accordance with company standards and data privacy policies
• Demonstrate strong ownership by resolving customer concerns with minimal supervision
• Partner with internal and external stakeholders to improve processes and enhance the overall customer experience

WHAT YOU’LL NEED

Education

• Bachelor’s degree preferred
• CEGEP diploma (2-year associate equivalent) accepted

Experience

• 3+ years of experience in Customer Relations, Customer Care, or Reputation Management
• Proven ability to write clear, concise, and professional customer communications with strong empathy
• Experience in call center operations with a demonstrated record of meeting or exceeding SLA metrics
• Advanced troubleshooting experience, including root-cause identification, technical testing, and collaboration with internal teams

Knowledge & Skills

• Excellent verbal and written communication skills
• Strong analytical skills with the ability to identify patterns, trends, and recurring customer issues
• Proficiency with Microsoft Office Suite and general computer applications
• Strong multitasking and time-management skills in a fast-paced environment
• Ability to remain calm under pressure and handle sensitive customer interactions with patience and professionalism
• Availability to work assigned weekends and holidays

Language Skills

• Bilingual (English & French required)
• Advanced proficiency in both written and spoken English and French to support customers across English- and French-speaking regions