Corcentric Is Hiring A Support Specialist

Join Our Team as a Support Specialist at Corcentric! 🚀

Become a vital part of a dynamic, global organization by providing exceptional bilingual support to clients across North America from the comfort of your home.

About the Role

As a Support Specialist at Corcentric, you'll work with a fun, collaborative team within an ambitious and entrepreneurial environment. Your fluency in both French and English will enable you to support clients over the phone and via email, helping to enhance their experience and foster account growth.

This is a US-based remote opportunity, currently available in select Central and Eastern time zone states where we have an employer presence. You will report directly to the Manager of Payment Operations.

We value excellent customer service, an engaging phone presence, and comfort in communicating with US and French-Canadian clients. Join our down-to-earth, growing organization offering ample opportunities for your professional development. We can't wait to welcome you!

What You'll Do

• Respond to customer inquiries—both technical and non-technical—via phone and email in a professional, timely manner 📞✉️
• Utilize your bilingual skills in French and English to assist French-Canadian clients over phone and email.
• Handle inbound and outbound calls using a soft-phone application.
• Manage your workload with CRM (Customer Relationship Management) tools, maintaining accurate case records.
• Gather contact information by navigating websites and search engines for payment processing.
• Report technical issues by submitting product and development tickets.
• Employ active listening and probing techniques to resolve customer concerns effectively.
• Troubleshoot payment declines and escalate complex issues appropriately.
• Investigate and resolve invoice discrepancies.
• Follow call handling procedures and maintain proper telephone etiquette.
• Ensure accurate updates in CRM and payment systems for each case.
• Verify user information to set up system administrators within the payment interface.
• Resolve invoice and payment issues, providing suitable solutions.
• Adhere to security procedures when managing profiles and updating information.
• Communicate clearly using email templates and case management protocols.
• Forward issues related to payments to clients’ Accounts Payable teams following established procedures.
• Apply critical thinking and sound judgment in decision-making.
• Maintain professionalism in all communication channels.
• Own your tasks and see them through without reminders.
• Contribute to team improvement initiatives and respond positively to coaching.
• Collaborate effectively with team members to achieve shared goals.

Requirements

To succeed in this role, you'll need:

• Excellent verbal, written, and interpersonal communication skills, focused on quality service delivery 🌟
• Fluency in English and Canadian French or Québécois (both verbal and written)
• Intermediate proficiency with PC software (MS Office, internet, web applications)
• Attention to detail and accuracy in data entry and case management
• Accountability and strong time management to meet deadlines independently
• Excellent collaboration skills and eagerness to contribute to a positive team dynamic
• Ability to quickly learn new skills and adapt in a fast-paced environment
• Coachability and openness to feedback for continuous improvement

We want to ensure you have the skills to excel at Corcentric — these are critical for your success!

Preferred Qualifications

• Previous experience in customer support or call centers
• Familiarity with online payment systems and IVR navigation
• Experience with CRM systems and MS Excel
• Knowledge of payment processing and billing systems

Benefits & Perks 🎉

At Corcentric, your well-being and growth are our priorities. Here’s what we offer:

• Generous paid time off, increasing with tenure
• Eight paid holidays plus three personal days
• Annual paid day off for volunteering
• Paid parental and adoptive leave
• Company-paid life and disability insurance
• 401(k) plan with company match
• Medical plans, including PPO and High Deductible options with HSA contributions
• Dental coverage, including orthodontics
• Vision plans with LASIK discounts
• All benefits available from the first month following your start date
• Employee Assistance Program: Confidential counseling and support services at no cost

Our Commitment to Diversity & Inclusion

Corcentric values diversity and provides equal employment opportunities. We do not discriminate based on race, sex, age, religion, origin, disability, veteran status, sexual orientation, gender identity, or any other protected status.

Work Environment & Physical Demands

This role involves routine use of standard office equipment such as computers, phones, and printers. You may need to type, reach, lift, and travel as required by your responsibilities and business needs.