Bilingual Customer Success Associate

Innovatia, Inc
Saint John, NB
30+ days ago

Job Description

Innovatia Inc. is an industry-leading knowledge management company with expertise in the Information Technology, Telecommunications, and Energy sectors. We provide our customers, including some of the worlds' most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical documentation, training, technical support, and information auditing.

Innovatia Technical Services Inc. (ITSI) a wholly owned subsidiary of Innovatia Inc. are looking for bilingual (French/English) Customer Success Center resources to provide excellent remote technical service to ITSI's Client customer base. Customer satisfaction is our purpose, and this is a high touch environment in which continual customer interaction is the norm. Successful candidates will join a team of highly skilled technical support professionals with continued opportunity for personal growth and advancement.

The Customer Success Center role provides multi-faceted support in an Information Technology Help Desk capacity. The role is responsible for the resolution of a variety of desktop-related problems including hardware, operating system, applications and/or network configuration. This role will require working with end users to identify opportunities and help desk trends. Successful candidates are required:

  • to have strong communication and analytical skills to assist the Customer Success Center clients
  • must demonstrate a commitment to working through problems to resolution and complete tasks with a high level of accuracy.
Key Responsibilities: Essential, key job responsibilities for this role include, but are not limited to:

  • Adheres to, maintains, and improves operating policies, procedures and associated knowledgebase documentation
  • Provide customer satisfaction in the area of desktop services, providing a good level of technical expertise, and in a timely fashion
  • Diagnose and resolve technical issues in association with end user devise and/or software using authorized tools and follows documented policies and procedures
  • Analyzes help desk trends to identify opportunities to improve the quality and value for each of our clients
  • Partner with IT staff at client locations to coordinate seamless support of desktop service
  • Maintain current knowledge of industry trends and potential impact on the support to the business
  • Log in/out of phone system at beginning/end of shift and maintain “Ready” state in phone queue
  • Troubleshoot/resolve end-user issues via phone and remote management tools
  • Create, escalate and close cases within dictated Service Level Agreements (SLAs)
  • Communicate and share issue resolution in a customer oriented fashion in a consistent and prompt manner ensuring all information and troubleshooting steps are documented
  • At times will be sought by others as a coach to resolve issues or help problem solve
  • Travel may be required
  • Be available for after hour and/or weekend on-call coverage
  • Offers ideas and suggestions to support achievement of goals
Role Qualifications and Requirements: The following are minimum qualifications and requirements required for this role:

  • Minimum of 2-3 years of work experience in an Information Technology (IT) oriented field
  • Ability and desire to quickly learn new technologies and concepts
  • Understanding of common information architecture frameworks, basic operating systems and desktop hardware
  • Able to work independently and successfully in a team environment and must be able to handle multiple concurrent tasks with minimal supervision
  • Capable of presenting point of view to gain buy in from team and/or management
  • Sought by others as a peer and team member
  • Proactively initiates key relationships to collaborate and pool resources with internal and external partners
  • Effective at building trust in relationships with peers, clients, and management
  • Manages different audience needs with a customer-focused orientation
  • Offers ideas and suggestions to support achievement of goals
  • Good problem-solving skills
  • Manages different audience needs with customer-focus
  • Strong analytical skills
  • Ability to think strategically and act tactically
  • Work a flexible work schedule including nights and weekend shifts
  • Strong communication skills and must be proficient in the English and French language, written and spoken
Personal Attributes:
  • Logical and analytical approach to problem solving
  • Customer focus and relationship building experience
  • Time management and workload prioritization skills
  • Enjoys working in an environment of multiple shifting priorities
ITSI Cares:
ITSI encourages a healthy lifestyle and promotes mental and physical wellness and proudly offer our employees the following benefit package:

Health & Dental benefits

  • 100% employer paid premiums
  • Immediate eligibility for benefit coverage
  • No annual deductible fee
  • Employee Assistance Program (EAP) with 24/7 access
  • Paid sick time

  • Company matches up to 4% of employee contribution+
ITSI is also pleased to offer a remote work from home option.

We thank all candidates for their interest, however, only those selected for an interview will be contacted. ITSI is an equal opportunity employer.


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