Senior Process Associate - Customer Care (CA)

Good verbal and written communication skills with the ability to document customer issues clearly and professionally.

Customer-centric approach with focus on empathy, active listening, and ownership of customer experience.

English and Quebec French language proficiency; bilingual capability required based on queue or service coverage needs.

Ability to work in rotational shifts in a 24x7 support environment.

Basic troubleshooting mindset, including probing, validation, and use of approved knowledge articles before escalation.

Ability to follow standard operating procedures, process updates, and ticket documentation requirements.

Attention to detail for accurate categorization, mandatory fields, caller details, screenshots, logs, and resolution notes.

1–3 years of experience in customer service, service desk, operations support, or technical support environment.

Basic knowledge of operating computer systems, ticketing tools, and Microsoft Office tools.

Ability to learn process flows, support procedures, and knowledge base articles within defined training timelines.

Typing, comprehension, and documentation capability suitable for real-time ticket updates.