Customer Success Technical Coordinator - Bilingual (FR/EN)

What you will do

Technical & Product Support
• Provide administrative and coordination support for sales initiatives as required.
• Provide first-line technical support to clients using Instar and other Numeris products
• Manage, investigate and respond to incoming technical support tickets.
• Troubleshoot documented product errors and error codes using established support procedures and knowledge resources.
• Troubleshoot basic Windows-related issues, including file locations, folder structures, application settings, user access and permissions
• Assist clients with basic installation, configuration, access and software-related issues where established support procedures exist
• Reproduce and document technical issues to assist with investigation and escalation.
• Work closely with the Technical Support Analyst to provide coverage and coordinate resolution of client issues
• Maintain clear ticket documentation, solutions and troubleshooting information
• Identify recurring technical issues and contribute to improvements in documentation and support processes. .
Reporting & Insights Support:
• Work directly with the Customer Success Insights Analyst to support recurring reports, dashboards and analytical deliverables.
• Prepare and update established client and internal reports using documented processes and templates.
• Run routine reports associated with established reporting schedules.
• Perform quality assurance checks to ensure reporting outputs are accurate and complete.
• Maintain recurring reporting schedules and ensure deliverables are completed on time.
• Prepare charts, tables and standardized data outputs for the Insights Analyst. 
• Assist with data preparation and validation for client presentations, reports and other Customer Success deliverables.
• Handle routine data and reporting requests where an established methodology or process already exists.
• Maintain documentation for recurring reporting processes.
• Provide coverage for established reporting activities when the Insights Analyst is unavailable.
• Develop working knowledge of Numeris data, NLogic products and audience measurement concepts 
Customer Success Operations:
• Coordinate client onboarding and offboarding activities, including product access and user setup.
• Assist with client account and user administration.
• Administer client entitlements using established internal systems and processes.
• Monitor and triage incoming customer support requests and route requests to the appropriate team member.
• Track outstanding requests and follow up to ensure timely resolution.
• Maintain and update client-facing and internal support documentation.
• Provide backup coverage for routine client inquiries.
• Assist with basic product training and guidance when required.
• Support User Acceptance Testing (UAT) for product updates and releases.
• Coordinate with Customer Success, Product, Research and other teams to resolve client requests 

What you have

• College diploma, degree or higher in Marketing, Communications, Business or related field 
• 1–3 years of experience in customer support, technical support, customer success, data/reporting operations, or a similar role.
• Experience providing software or application support is an asset.
• Experience working with data, reports or recurring analytical processes is an asset.
• Media, broadcasting, advertising or audience measurement experience is an asset, not required. 

Technical Skills and Industry Knowledge:

Strong general Windows computer skills.

Good understanding of files, folders, file paths and file management.

Basic understanding of user access and file/folder permissions.

Comfortable troubleshooting software applications.

Able to interpret documented error codes and follow established troubleshooting procedures.

Able to clearly document technical problems and steps taken to resolve them.

Comfortable learning Numeris products and internal systems

Reporting & Data

Intermediate Microsoft Excel skills.

Comfortable working with structured datasets, spreadsheets and recurring reports.

Strong attention to detail and accuracy.

Read, interpret and validate data to identify trends, unusual results and potential data quality issues.

Ability to follow documented reporting processes consistently.

Experience with Power BI or other reporting tools is an asset, not a requirement.

Customer Success

Strong organizational and time-management skills.

Able to manage multiple support tickets, reporting deadlines and operational requests simultaneously.

Strong written and verbal communication skills.

Demonstrate strong client service skills, providing professional, responsive and solution-focused support while ensuring a positive client experience.

Able to translate technical concepts into straightforward language

Language

Fluency in English and French, written and spoken, is required

What's in it for you?

• An evolutionary journey in the audience measurement and data space; work on exciting projects, add value & make a positive impact to our Company.
• Benefits package, group savings and retirement program. (Health and Dental employer paid premiums).
• 3 weeks paid vacation.
• Hybrid Work: on-site office in Toronto and work from home as required per the role.
• Education Reimbursement: For those wishing to pursue additional professional development, funding up to $1000 per year is offered (some conditions apply).
• Continuous learning and development via Percipio, our Learning Management System.
• Be part of additional programs such as MentorMe, which helps our employee’s network, and grow within the organization. 
• Leadership Training offerings for new and emerging leaders.
• Culture of great teams, coworkers and supportive leadership.
• Perkopolis: Participation in a program that provides exclusive discounts on products and services to employees. Perks include shopping discounts, movie tickets, services, event/show tickets and much more!

We put shared goals at the centre of how we work. By supporting one another, sharing accountability, and valuing diverse perspectives, we create an environment where people contribute fully and teams achieve more together.