Client Support Specialist
Alexa Translations is a leading translations service provider that helps the world’s largest and most prestigious legal, financial and government industries with translation solutions that elevate the way they do business. Since 2002, we have grown our reputation by forging long-term relationships built on trust. Helping our clients reach their business goals is the foundation of our success.
We have built best-in-class Artificial Intelligence (A.I.) machine translation technology that is specifically trained for the Canadian legal and financial markets. It delivers complex, industry-specific translations with unprecedented quality and unmatched speed.
Position Summary
The Client Support Specialist responsible for providing technical assistance and timely customer service to clients who use the Alexa Translations A.I. product. This role serves as the primary point of contact between the client and the company with respect to day-to-day queries on using the product and helping to resolve any issues or concerns that the client may have.
Principle Responsibilities and Duties
- Monitor incoming queries, answer client inquiries and provide assistance in a timely and professional manner.
- Gain a clear understanding of the client’s query by contacting client for clarification if needed and gathering any missing information
- Troubleshoot technical issues that clients face to come up with a solution that maintains an excellent client experience.
- Identify and report technical issues that clients encounter to the appropriate team.
- Collaborate with other internal teams, such as the engineering or product development teams, to resolve issues promptly and ensure seamless client experiences.
- Provide training and guidance to clients on how to use the company's A.I. product, if required.
- Maintain accurate and organized records of all client interactions, including issues, resolutions, and follow-up actions within the CRM, Hubspot.
- Continuously improve processes and procedures to enhance the client experience.
Qualifications
Education:
- College diploma, university degree or equivalent
- Bilingual (English/French) required
Experience and Proficiencies:
- 2+ years of experience in client support, client service or administration is required.
- Experience working with technology SaaS products and/or the linguistics industry is preferred.
- Proficient in Microsoft Suite (Word, Excel, Powerpoint) and Google Suite (Gmail, G-drive)
- Working knowledge and proficiency using CRM software (Salesforce, Hubspot, etc.)
Skills and Abilities:
- Excellent professional-level written and verbal communication skills in English and French
- Strong problem-solving skills and ability to think critically.
- High attention to detail and strong organizational skills.
- Ability to multitask and work in a fast-paced environment.
- Strong technical aptitude and ability to quickly learn new systems and software.
- Positive attitude and strong customer service orientation.
Professional Environment
- Alexa Translations is a rapidly growing, highly entrepreneurial translation services company. The successful candidate will have access to an office at our current Toronto or Montreal locations and tools that will allow you to work from home when required (laptop, phone, G-suite).
- This position can be either hybrid or remote, based on your location.
Hours of Work
- Alexa Translations hours of operation are 9:00 am – 5:30 pm EST Monday to Friday.
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