Bilingual Customer Service Representative/Tech Support Representative

Be the voice that helps clients succeed. Are you passionate about customer service, technology, and helping people get the most out of digital tools? We're looking for a Bilingual Client Success & Systems Specialist to join our team and play a key role in supporting clients, driving user adoption, and ensuring an exceptional customer experience.
In this role, you'll combine technical support, client training, relationship management, and system administration to help our customers successfully use our proprietary purchasing and management platforms. User Training & Support
Provide first-level support to internal and external users.
Troubleshoot and assess support requests, escalating issues when required.
Deliver user training and technical support by phone, online, or in person.
Send customer satisfaction surveys following user interactions.
Create user guides, training documentation, and video tutorials using digital adoption tools or video-editing software.
Maintain database accuracy and integrity.
Manage and update user and supplier profiles within the portal, purchasing platform, and CRM.
Document inbound and outbound communications in the CRM system.
Quality Assurance & Testing
Partner with Account Managers to drive user adoption of company systems.
Support contract compliance initiatives and promote best practices among clients.
Field Engagement
~ Participate in client presentations, events, demonstrations, and training sessions as required.

Provide recommendations to the Account Management team and follow up directly with clients when appropriate.
Minimum three (3) years of IT help desk, specifically software application support and inside sales or customer service experience.
Requires strong attention to detail to ensure database integrity.
Requires strong critical thinking skills for clear, concise assessment of support issues and user requirements.
Experience and demonstrated ability to diagnose & troubleshoot basic computer user & connectivity challenges.
For bilingual position, must be able to communicate effectively in both English and French.
A Bachelor’s degree is desirable but not required.
Above average computer skills including Microsoft Office (MS excel) and internet.
Working knowledge of video‐editing software (Camtasia) is an asset.

The successful candidate will have the following personal attributes:

Attention to detail and a passion for database management.
Excellent customer service and client relationship skills.
A self‐starter, confident in his/her abilities, self‐motivated and able to work effectively with little supervision and also in a team environment.
Creative and flexible in attitude and style to adapt to new situations in a rapidly changing, dynamic environment.
Has perseverance and the ability to drive complicated projects to a successful conclusion.
Draws on diverse resources to make high quality decisions.
Thrives on functioning independently with a minimum of supervision, and also in a team environment.