Bilingual Customer Success Technical Coordinator
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Job Description
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Core Responsibilities
The Bilingual Customer Success Technical Coordinator supports day-to-day technical operations, reporting, and customer success coordination for Numeris, Canada’s leading broadcast measurement and consumer behavior data provider.
Technical & Product Support
- Provide administrative and coordination support for sales initiatives as required.
- Offer 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.
- Resolve 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.
- Reproduce and document technical issues for escalation.
- Collaborate with the Technical Support Analyst to resolve client issues.
- Maintain clear ticket documentation, solutions, and troubleshooting information.
- Identify recurring technical issues and contribute to process improvements.
Reporting & Insights Support
- Support recurring reports, dashboards, and analytical deliverables with the Customer Success Insights Analyst.
- Prepare and update established client and internal reports using documented processes.
- Run routine reports associated with established schedules.
- Perform quality assurance checks to ensure accuracy and completeness.
- Maintain recurring reporting schedules and ensure timely deliverables.
- Prepare charts, tables, and standardized data outputs for the Insights Analyst.
- Assist with data preparation and validation for client presentations.
- Handle routine data and reporting requests with established methodologies.
- Develop working knowledge of Numeris data, NLogic products, and audience measurement concepts.
Customer Success Operations
- Coordinate client onboarding and offboarding, including product access and user setup.
- Assist with client account and user administration.
- Administer client entitlements using internal systems.
- Monitor and triage incoming customer support requests.
- Track outstanding requests and follow up for 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.
- Support User Acceptance Testing (UAT) for product updates.
- Coordinate with Customer Success, Product, Research, and other teams.
Qualifications
- A college diploma, degree, or higher in Marketing, Communications, Business, or a related field.
- 1–3 years of experience in customer support, technical support, customer success, data/reporting operations, or a similar role.
- Experience with software/application support is an asset.
- Experience with data, reports, or recurring analytical processes is an asset.
- Media, broadcasting, advertising, or audience measurement experience is an asset.
Technical Skills and Industry Knowledge
- Strong general Windows computer skills.
- 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 troubleshooting procedures.
- Able to clearly document technical problems and resolution steps.
- 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.
- Ability to read, interpret, and validate data to identify trends and issues.
- Experience with Power BI or other reporting tools is an asset.
Customer Success
- Strong organizational and time-management skills.
- Able to manage multiple support tickets, reporting deadlines, and operational requests.
- Strong written and verbal communication skills.
- Demonstrate strong client service skills with a professional, responsive, and solution-focused approach.
- Able to translate technical concepts into straightforward language.
Language
- Fluency in English and French (written and spoken) is required.
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Numeris
View Company ProfileNumeris (operating at numeris.ca) is a leading audience data company curating data and insights that makes sense of media behaviours in a cross-platform, cross-media world. Founded in 1944 by not specified and headquartered in Toronto, Numeris is a not-for-profit joint industry committee serving the Canadian media sector, focused on curating audience measurement solutions. Under the hood, Numeris uses data and measurement solutions to provide a true picture of Canadians' video and audio behaviours. This allows clients and the media industry to understand media behaviours and make informed decisions. Backed by no funding information.
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