Customer Service
6 months ago
Join us on our mission to engage every student in their journey from education to career._
**About myBlueprint**
Come grow your career with us
**About the Opportunity**
Reporting to our Technical Support Manager, the Customer Service & Translation Specialist will play a key role in troubleshooting incoming inquiries from educators, administrators, parents, and students. In addition, this role will be a key contributor in providing accurate and up-to-date French translations when required and managing special projects on the team.
**_ What you will do:_**
- Provide exceptional **Customer Service and Support** to our partners
- Consistently meet individual call answer and case resolution metrics in accordance with company OKRs and achieve an average monthly CSAT score of 85% or greater
- Develop and maintain strong product knowledge to ensure the information given to customers is accurate and up-to-date by understanding most resources available to support educators, and attempts to share appropriate resources when responding to partners (lessons plans, tutorial videos, webinars and FAQ guides)
- Identify and escalate/reassign more complex cases to T2 and T3 colleagues as required in a timely manner
- Collaborate cross-departmentally with various teams to improve operational processes and customer satisfaction
- Action all incoming translation requests in a timely manner ensuring a fast turnaround time
- Proofread translated copy to ensure it accurately relays style and tone, as well as maintains the same meaning as the original language
- Provide guidance to external contractors to ensure quality translations and resolve any issues
- Identify the need for additional translation support/resources and delegate requests to translation contractors during busier times of the year
- Collaborate with various team members on **Customer/Technical Support Projects**
- Organize and lead a Scholarship Evaluation Committee to distribute the evaluation workload among its committee members
- Effectively manage the pre-scholarship season work, including but not limited to identifying which scholarships/bursaries will be live throughout the school year, communicating with external and internal stakeholders the requirements
- Coordinate and communicate with internal stakeholders, including but not limited to the CEO and Payroll, to distribute the bursary funds after a selected winner is chosen
- Assist with social media planning and content creation
- Other ad-hoc projects as needed
- 1-2+ years of experience in supporting customers with technical issues, ideally with a SaaS/software product
- 2+ years of experience working with a high volume of English to French translations
- Proven experience managing multiple projects and working cross-functionally with various teams
- Ability to problem solve and address any issues with effective solutions and a positive attitude
- Passion for delighting customers with above-and-beyond service
- Exceptional project management, time management, and prioritization skills
- Experience using various technology platforms and tools (i.e., Google Workspace, Salesforce, Jira, Canva)
- A strong interest in education technology
**Our Team**
Our team is full of talented and purpose-driven people who are dedicated to making an impact in the education technology industry. We are incredibly proud of the work we do and we care **_a lot _**about the students and educator partners that we work with. The core values we live by are: _we take ownership, we make each other better, we invest in constant improvement, we embrace the adventure, we prioritize communication, _and _we want to be here_
**_ Benefits & Perks_**
- Competitive compensation
- Comprehensive health and dental coverage plus a health/wellness spending account
- Flexible vacation days plus paid time off between Christmas to New Year, with additional vacation days earned annually
- Quarterly Wellness days throughout the year to rest, relax, and take care of your mental health and well-being
- Personal learning and development fund of up to $1,000 per year
- Growth opportunities
- Flexible working arrangements
- Monthly in-office days to connect and collaborate
- Employee-led committees and team events
**_ Hybrid Work Environment_**
We will work with each employee to ensure they receive the required equipment needed to work comfortably and productively from home - they will just need a stable internet connection.
Please note that while our team works remotely _majority _of the time, local employees are expected to work in our office (located in Downtown Toronto) at least once a month for our recurring in-office days. The exact dates are determined by each department. These days are meant for improving social connections in-person, where everyone will have dedicated time to connect and collaborate with colleagues.
For those who may prefer to work in the office more frequently, they will also have the flexibility to come in as much a
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