Bilingual Customer Support Specialist

ImplementationFull TimeToronto, ON

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Grapevine6 is looking for a bilingual (French/English) Platform Specialist to join our team. With a focus on ensuring customer satisfaction, the Platform Specialist will be responsible for managing and resolving support requests - the majority in French language on the Zendesk platform. Our ideal candidate is a self-starter who excels in a fast-paced and changing environment and has a strong focus on customer success. 

Platform Specialist Responsibilities:

  • Respond to customer queries in a timely and appropriate manner through the support platform (Zendesk)
  • Provide Tier 1 support to enterprise users through the support platform, including triage and escalation to Tier 2 support
  • Troubleshoot reported issues and manage/resolve support requests
  • Provide platform configuration support to enterprise clients
  • Translate training materials including FAQs and guides for app and platform users
  • Support the client success and implementation teams
  • Identify product development opportunities for the product team, assist with requirement specifications where needed
  • Deliver training on the app and platform where needed

What you bring to the position:

  • Bachelor’s Degree 
  • 3-5 years of previous experience in a related similar role 
  • High customer success orientation  
  • Excellent written and verbal communication skills 
  • Good problem-solving skills and a focus on quality  
  • Comfort with a fast-paced environment 
  • Strong interpersonal skills and ability to work with distributed teams 
  • An eye for detail 
  • A “get things done” work ethic and a “learn from your mistakes” attitude; a willingness to go above and beyond to make things happen
  • Tech and people savvy
  • Familiarity with ZenDesk is an asset 

Why you want to work here: 

  • You’ll be part of a team of incredibly smart entrepreneurs that have built a globally-used content engagement platform  
  • We have a vision for success and everyone on the team is working towards the same goal 
  • We’re a nimble team and don’t get bogged down in bureaucracy and ineffective processes 
  • We have a great company culture - our team really likes working together and we share a lot of laughs 

About Grapevine6
Grapevine6 is a powerful content engagement platform that accelerates sales and marketing efforts. Launched in 2013, Grapevine6 uses artificial intelligence to provide the content that moves sales opportunities through the pipeline in a more efficient and effective way. Grapevine6 solves the content challenges faced in deploying employee advocacy, content marketing and social selling, and works with existing sales and marketing investments to increase ROI. Headquartered in Toronto and led by an award-winning team of engineers, Grapevine6 is now powering the global social selling program of one of the largest software companies in the world.