Bilingual Saas Customer Support Specialist

7 months ago

Ottawa, Canada Acuity Insights Full time

Picture a world where colleges and universities can see applicants' full potential, looking beyond just grades in the admission process. Then, imagine these schools having easy-to-use tools that help support students throughout their entire educational journey, leading to the successful graduation of well-trained professionals. Imagine doctors, nurses, teachers, engineers and other professionals representing the diversity of our communities and bringing essential human skills like empathy, integrity, and cultural competency into their careers.
- Our mission is to create that world with our Admissions Assessments, Program Management, and Data & Insights products._

Acuity Insights is a purpose-driven EdTech company entering a new growth phase. We have a clear vision and plan for the future, a solid and loyal customer base in healthcare education, and we are expanding our products to business & engineering schools.

You now have a chance to join Acuity Insights's Customer Success team as a Bilingual Customer Support Specialist. You can be positively impacting the experience of our French and English-speaking customers while helping nurture and grow long-lasting customer relationships through best-in-class support.

The role is ideal for a customer support professional fluent in French and English with experience supporting users of B2B SaaS products and troubleshooting complex technical issues. It's also well-suited for someone who feels a sense of fulfillment when making a difference in a customer's day and seeks career development in Customer Success.
- The Customer Support Specialist position is a remote, individual contributor role. It will be part of a caring & knowledgeable Customer Support team and report to our Manager, Customer Support, for our Program Management and Data & Insights products. _

Opportunity & Impact
In this Customer Support Specialist role, you have the opportunity to help customers across Healthcare Education use our Program Management & Analytics solutions to meet their unique operational needs. That includes simplifying workflows, streamlining reporting to access actionable insights about their students and program. You will support their ability to successfully graduate healthcare professionals, like physicians, physiotherapists, and veterinary technicians.

As our dedicated Bilingual Customer Support Specialist, you will be the primary support for our French-speaking customers in Medical Education and also assist English-speaking customers across various Health Sciences programs.

You'll play a pivotal role in providing a great customer experience:

- Fielding, prioritizing, and responding to support requests.
- Handling various inquiries, from technical troubleshooting to sales and billing questions.
- Conducting research and analysis to troubleshoot and problem-solve issues.
- Exploring systems, experimenting with options to solve customers' problems, and proposing solutions.
- Guiding customers through easy and complex technical difficulties.
- Sharing valuable customer feedback with our Product teams.

You get to be part of a small, agile team of customer support professionals who meet daily to stay connected and have deep product knowledge. They will support you as you build your own product knowledge throughout your onboarding and beyond.

Through continuous exposure to customer issues, you'll learn to spot and report patterns of problems and identify product opportunities, providing valuable feedback & insights to Product Development teams and Customer Success Managers.

Joining now also means you get a chance to be part of scaling Customer Success in a startup-like environment. You'll get to contribute to process optimization and automation to eliminate manual work and creating self-service support documents, increasing our capacity to support a growing number of customers.

Your success in this role means helping raise the bar for how we deliver customer support. You will become another trusted customer advisor & advocate, leading to enhanced product usage, increased customer loyalty, word-of-mouth referrals, and recurring revenue.

To thrive in the role, you have:

- Become an expert in effective customer support communication through your previous roles; you write and respond to tickets with clarity, patiently explain technical topics to non-technical people, actively listen and seek to understand customer concerns, and bring positivity & empathy to your interactions.
- Embraced your strengths as a team player, jumping on opportunities to collaborate within your team and across functions, thinking beyond tickets and tasks to contribute your perspective and fresh ideas and volunteering to help on projects and initiatives that impact company-wide goals.
- Capacity to retain extensive and complex product information, contextualize knowledge and quickly learn how businesses & processes work.
- A knack for learning and leveraging tools. For example: Customer Relationship M

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