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Bilingual Customer Support Specialist

4 months ago

Vancouver, Canada Notified Full time

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**
- 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 a