Job Description
Bilingual Customer Success Agent
We’re looking for a person who speaks and writes fluent French and English to jump into a role as our bilingual customer success agent.
This is a full-time position (T4 and CPP/EI contributions provided) with a fixed term of 6 months. If the fit is good, the position will be made full-time permanent.
Checklick is based in Toronto, but our working culture is remote-first. We’re open to hiring to people living anywhere in Canada (preferably in the Eastern time zone). As there may be some occasional travel to Toronto required, proximity to the GTA is also preferred.
The salary for this position is $36,000 per year, plus a $100 per month stipend for your internet and mobile phone expenses.
About the Position
We’re a small company, so you’ll wear many hats! Your primary responsibility will be to respond to support inquiries via email, phone and social media, in both English and French. Specifically, you’ll:
- Help our existing customers with any issues using Checklick.
- Log all issues in Zendesk (our customer service platform), and all potential customer interactions in HubSpot (our customer relationship management platform)
- Ensure that all inquiries are responded to within our timeframe guidelines, and with an extremely high level of professionalism and courtesy. Our busiest time for support inquiries is during regular business hours. However, we also receive occasional inquiries during evenings and weekends, which you will be expected to answer. We can provide you with statistics on how many tickets typically fall outside regular business hours so you can decide whether this position is right for you.
- Lead web-based training sessions with new customers.
- Escalate issues to the technical team when a bug is suspected.
- Provide general feedback to the technical team on potential new features or improvements to the platform.
When time permits, you’ll also be tasked with:
- Contribute to the evolution of our marketing strategies.
- Editing and polishing written marketing material (blog posts, whitepapers, help articles).
- Gathering feedback on the performance of our marketing strategies via HubSpot.
- Provide general administrative support to our sales team.
Skills We’re Looking For
You’re a good candidate if you’re:
- Polite, patient, friendly and well-spoken
- Self-disciplined (able to stay focused while working remotely)
- Comfortable with internet technology and able to quickly master the
- Checklick application, as well as our internal tools and processes
- Fluent in French and English
We’ll be thrilled if you also have one or more of the following skills:
- Experience developing and executing social media campaigns
- Experience with graphic design (creating infographics, whitepapers, brochures, etc)
- Experience with WordPress
- Experience with HTML, CSS and Javascript
- Experience with SQL (we use Postgres, and would love it if you know some basic SQL so you can ask our database questions and generate some interesting insights)
- Experience with Ruby on Rails and AWS