Administrative and Customer Support Assistant

Imeka is a leading neuroimaging technology company combining diffusion MRI and AI to map the state of white matter. We provide an FDA-approved medical tool for clinical use, enabling improved care for patients with neurological diseases and brain conditions. Our tools aim to make cutting-edge technology (diffusion MRI) easily accessible and interpretable by our customers. Based in Sherbrooke, Quebec, Canada, we also have offices in Cambridge, Massachusetts.
- Our vision is of a world in which everyone can thrive and age with their brains at full capacity;
- We value curiosity, kindness, dynamism, trust, and contribution to science;
- We’re a team passionate about this vision, and we’re looking for someone to join us in achieving our goals.

**Overview of the Position**:
Reporting to the COO & Executive Vice President, the Administrative and Customer Support Assistant plans and ensures the proper execution of all administrative activities and the general management of the office. This person contributes to customer support for level 0 and 1 tickets.

**Responsibilities**:
**Administrative Assistant / Office Management**
- Support management in planning, coordinating, and executing administrative tasks
- Organize and schedule meetings for senior leadership
- Plan and coordinate travel conferences logistics (booking hotels, plane tickets, etc.)
- Organize office social activities (Christmas party, summer BBQ, etc.)
- Answer phone calls and ensure proper follow-up with team members
- Update and maintain office policies and procedures
- Prepare hiring documents
- Lead onboarding for new staff members
- Order office supplies, research new offers and suppliers
- Other related and various tasks linked to administration and office management

**Customer Support**
- Manage general and administrative aspects of the CRM platform and customer support
- Provide level 0 and 1 technical support to customers within required timelines
- Redirect level 2 and 3 customer requests and ensure timely response and follow-up
- Complete, validate, and send confidentiality agreements
- Handle administrative onboarding of customers (send banking information, ensure wire payments, etc.)
- Invoice customers and closely follow up on overdue accounts
- Respond to customers’ administrative requests
- Follow up with the team on contract renewal planning within prescribed timeframes
- Assist sales with completing information for new customers (contacts, addresses, etc.), NDAs, research on new centers, and other related tasks

**Education and Skills**:

- College certificate in administration, secretarial or equivalent experience
- Minimum of 5 to 10 years of relevant experience in a similar position
- Experience in customer service or technical support is an asset
- Strong organizational and management skills with the ability to multitask
- Proactive, autonomous, and responsible
- Flexibility and high capacity for managing priorities
- Excellent oral and written communication skills in French and English (note: all our customers are in the U.S., so business-level spoken and written English is required)
- Ability to juggle tasks and work effectively
- Excel in organization, effectiveness, and efficiency
- Ability to work with customers who require answers quickly, while ensuring that the right information is provided, and the right action is taken to resolve a situation.

**What we offer**:

- A position with a fast-growing company in the heart of a fast-growing market;
- A competitive salary structure and benefits package;
- An advantageous and flexible group insurance plan;
- A dynamic team;
- Company located in the beautiful Eastern Townships region.

**Additional information**:
**Workplace**: Our offices are situated in Sherbrooke.

We look forward to meeting you