Client Support Specialist A.i.

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’s primary responsibility is to provide exceptional technical support to our clients and help them solve any issues they may encounter. The ideal candidate should have excellent communication skills, strong problem-solving abilities, and a keen attention to detail. The role will be reporting to the Client Solutions Manager A.I.

Principle Responsibilities and Duties

• Stay up-to-date with the latest product features and enhancements to provide effective support to clients.
• Establish active communication and engagement with all other departments to help out where necessary.
• Respond to incoming client queries in a timely and professional manner via email, phone or chat.
• Provide technical support to clients by troubleshooting and resolving issues related to the Alexa Translations A.I. tool.
• Identify opportunities to improve customer experience and suggest changes in the business processes to improve workflows through automation.
• Deliver outstanding service to clients that exceeds their expectations.
• Collaborate with other departments, such as product development and quality assurance to address and resolve recurring issues.
• Maintain accurate and detailed records of client interactions, including documenting client issue and resolutions in our CRM system (Hubspot).
• Performs other duties as assigned.
• Escalate complex technical issues to the appropriate teams and ensure the resolution and communication back to the client.

Qualifications

Education:

• Bilingual (English/French) required
• Computer science, IT or translations related fields preferable
• College diploma, university degree or equivalent

Experience and Proficiencies:

• Working knowledge and proficiency using CRM software (Salesforce, Hubspot, etc.)
• Proficient in Microsoft Suite (Word, Excel, Powerpoint) and Google Suite (Gmail, G-drive)
• 2+ years of experience in technical support or customer service.
• Experience working with CAT tools and JIRA software, a bonus.

Skills and Abilities:

• Excellent communication and interpersonal skills with the ability to convey technical information to clients in a clear and concise manner.
• A willingness to learn and adapt to new technologies and solutions.
• Very strong work ethics and interpersonal skills with a strong desire to help clients and provide a positive experience that results in client satisfaction and loyalty.
• Strong problem-solving abilities with a technical mindset and the ability to troubleshoot technical issues.
• Superior organizational skills - able to manage multiple tasks and prioritise work in a face-paced environment.

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).

Hours of Work

• Alexa Translations hours of operation are 9:00 am – 5:30 pm Monday to Friday EST. The Client Support Specialist will require additional hours of operation and flexibility to be successful in this role.

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