Customer Success Technical Coordinator - Bilingual (FR/EN)
New
N
NumerisAudience measurement
Canada - RemoteFull-TimeMiddle
Salary55,000 - 65,000 CAD per year
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Job Details
- Languages
- Fluency in English and French, written and spoken, is required
- Experience
- 1–3 years of experience in customer support, technical support, customer success, data/reporting operations, or a similar role.
- Required Skills
- Microsoft ExcelCustomer SuccessTechnical supportCustomer support
Requirements
- College diploma, degree or higher in Marketing, Communications, Business or a related field.
- 1–3 years of experience in customer support, technical support, customer success, data/reporting operations or a similar role.
- Fluency in English and French, written and spoken.
- Strong general Windows computer skills, including files, folders, file paths and file management.
- Basic understanding of user access and file and folder permissions.
- Comfort troubleshooting software applications and following documented procedures for error codes.
- Ability to document technical problems and steps taken to resolve them.
- Intermediate Microsoft Excel skills and comfort working with structured datasets, spreadsheets and recurring reports.
- Ability to interpret and validate data, identify trends and unusual results, and follow reporting processes consistently.
- Strong organization and time management skills, including managing multiple support tickets, deadlines and operational requests.
- Strong written and verbal communication and client service skills, including explaining technical concepts in straightforward language.
Responsibilities
- Provide first-line technical support to clients using Instar and other Numeris products.
- Investigate and respond to support tickets, troubleshoot documented errors and basic Windows issues, and escalate complex problems.
- Document technical issues, troubleshooting steps, solutions and recurring support information.
- Prepare and update client and internal reports, run scheduled reports, and check outputs for accuracy and completeness.
- Prepare charts, tables and standardized data outputs, and assist with data preparation and validation.
- Coordinate client onboarding and offboarding, product access, user setup, account administration and entitlements.
- Monitor and triage customer requests, route them to the appropriate team members, and track follow-up through resolution.
- Maintain support and reporting documentation, provide backup coverage for routine inquiries and reporting, and assist with basic product training.
- Support User Acceptance Testing for product updates and releases and coordinate client requests with Customer Success, Product, Research and other teams.
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