For this opening we will consider candidates from the following locations: Toronto,ON,Canada , Canada;,AB,Canada;,MB,Canada;,ON,Canada;,QC,Canada;Calgary,AB,Canada;Kingston,ON,Canada;Montreal,QC,Canada;Vancouver,BC,Canada;Winnipeg,MB,Canada;, United States;,AL,United States;,AZ,United States;,FL,United States;,GA,United States;Chicago,IL,United States;El Segundo,CA,United States
Notified
, a segment of West Technology Group, is hiring a Bilingual Customer Support Specialist. Ideally, we would like this role to be based out of our Toronto office located at 155 University Avenue. Our expectation at this time is that you would work in the office Tuesday, Wednesday & Thursday with flexibility to work from home on Monday and Friday. If there is not an office within a commutable distance, we may consider this as a remote position in Canada or the United States depending upon the experience and location of the candidate.
Fluency in both English and French are required. Please submit your resume in English.
Job Summary: The Bilingual Customer Support Specialist team manages the delivery of services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) are met or exceeded. Builds and maintains strong client relationships and provides day-to-day client advice and support for their various IR and PR needs. Activities may involve both short- and long-term commitment of service and vary significantly in value/strategic importance.
Essential Duties:

• Provides day to day client advice, working to maintain strong client relationships.
• Under general direction, assists business owners and stakeholders in defining business and system requirements.
• Responds to basic unresolved production support issues and participates in analysis and resolution on behalf of the business, escalating more complex issues to senior colleagues.
• Under general supervision, assists in solving problems for clients, ensuring that SLAs and KPIs are met.
• Communicates client requirements to operational teams when applicable.

Minimum Qualifications:
Education

• Bachelor's degree from an accredited college or university required. Equivalent work experience in a similar position may be substituted for educational requirements.

Experience

• At least 1 year of experience in a client-facing position required. Experience in support of complex products preferred.
• Fluency in English and French required

Other

• Communicates clearly with clients via phone, email, and chat
• Responds to basic client support inquiries, ensuring they are handled in order of priority
• Participates in analysis and resolution of unresolved support issues, escalating more complex issues to senior colleagues
• Performs administrative duties including account and user maintenance
• Delivers outcomes using good interpersonal skills and organizational skills
• Embraces collaborating with teammates
• Ability to work occasional overtime during high volume periods
• Knowledge of other Notified service offerings
• Requires guidance on task initially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as the employee gains more confidence and capability.
• Applies general knowledge of business developed through education or past experience
• No supervisory responsibilities; accountable for developing technical contribution
• Uses existing procedures to solve standard problems; analyses information and standard practices to make judgments
• Exchanges straightforward information, asks questions and checks for understanding
• Displays demonstrated knowledge of, and ability to use and learn various technology tools

Best In Class!

• "Best Press Release Distribution Company," MarTech Breakthrough Awards
• "PR Innovation of the Year," Gold Stevie Winner, 2023 American Business Awards
• "Marketing/Public Relations Solution," Gold Stevie Winner, 2023 American Business Awards

ABOUT NOTIFIED
Notified is committed to creating a more connected world by providing you with the tools you need to amplify your story. Together, our platform and our people elevate public relations, investor relations, and marketing for over 10,000 global customers.
We believe everyone has a story to tell and we're passionate about helping people and brands amplify their stories across the globe. We are proud to be the number one provider of enterprise webcasting and investor relations content distribution, as well as a global leader in press release distribution. Our clients have used Notified to monitor over 2 billion social media conversations and every year we run more than 100,000 events!
Our products are built so storytellers can do their best work. But we're not just a platform-personalized, caring service is how we operate. We add a personal touch to everything we do. We strive to deliver wisdom and insight by helping our clients reach global and targeted audiences, measure outcomes, and fulfill their commitments.
CULTURE AND BENEFITS
At Notified, we aim to help our employees and their families maintain a healthy work/life balance and build a financially secure future. Self-development and learning are key with all our global employees having access to our internal learning and development university DevelopU for career and skills enhancement.
EXAMPLE OFFERINGS:

• International work environment - we have offices in 17 countries
• Opportunities for innovation and creativity
• Hybrid work schedule (office/home)
• Comprehensive health insurance with localized options
• Extensive learning opportunities via our in-house virtual university with >8,000 online courses, videos, business books and certification preps
• Location-specific social outings and company events with amazing colleagues, such as laser tag, board game night, and company-wide trivia night

At Notified we don't just accept difference - we celebrate it, support it, and build success upon it. We are proud to be an equal opportunities employer and no part of this advertisement is intended to discriminate on any grounds.
Notified, un segment de West Technology Group, recrute un spécialiste du support client bilingue. Idéalement, nous aimerions que ce poste soit basé à notre bureau de Toronto situé au 155 University Avenue. Nous nous attendons actuellement à ce que vous travailliez au bureau les mardis, mercredis et jeudis avec la possibilité de travailler à domicile le lundi et le vendredi. S'il n'y a pas de bureau à distance de déplacement, nous pouvons considérer cela comme un poste éloigné au Canada en fonction de l'expérience et de l'emplacement du candidat.
La maîtrise de l'anglais et du français est requise. Veuillez soumettre votre CV en anglais.
Résumé du poste : L'équipe de spécialistes du support gère la prestation de services aux clients pour garantir que les SLA (accords de niveau de service) et les KPI (indicateurs de performance clés) sont respectés ou dépassés. Établit et entretient de solides relations avec les clients et fournit des conseils et un soutien quotidien aux clients pour leurs divers besoins en relation de tous nos produits de relations publiques et de relations d'investisseurs. Les activités peuvent impliquer un engagement de service à la fois à court et à long terme et varient considérablement en termes de valeur/importance stratégique.
Tâches essentielles :

• Fournit des conseils quotidiens aux clients, en s'efforçant de maintenir de solides relations avec les clients.
• En général, aide les propriétaires d'entreprise et les parties prenantes à définir leur exigences commerciales et vis-à-vis nos systèmes.
• Répondre aux problèmes de base de support de production non résolus et participer à l'analyse et à la résolution au nom de l'entreprise, en passant les problèmes les plus complexes à ses collègues seniors.
• Sous la supervision générale, aide à résoudre les problèmes des clients, en veillant au respect des SLA et des KPI.
• Communique les exigences du client aux équipes opérationnelles, aux cas échéants.

Qualifications minimales :
Éducation

• Licence d'un collège ou d'une université accréditée requis. Une expérience professionnelle équivalente dans un poste similaire peut remplacer les exigences de formation.

Expérience

• Au moins 1 an d'expérience dans un poste en contact avec le client est requis. Expérience dans la prise en charge de produits complexes souhaitée.
• Maîtrise de l'anglais et du français

Autre

• Communique clairement avec les clients par téléphone, e-mail et chat
• Répond aux demandes d'assistance de base des clients, en s'assurant qu'elles sont traitées par ordre de priorité
• Participe à l'analyse et à la résolution des problèmes de support non résolus, en transmettant les problèmes plus complexes aux collègues seniors.
• Effectue des tâches administratives, y compris la maintenance des comptes et des utilisateurs
• Fournit des résultats en utilisant de bonnes compétences interpersonnelles et organisationnelles
• Aime collaborer avec ses coéquipiers
• Capacité à faire des heures supplémentaires occasionnelles pendant les périodes à fort volume de travail
• Connaissance d'autres offres de services notifiés
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