LRDG Language Research Development Group is a Canadian company, based in Montreal, and leader in online language learning, offering a unique blend of tutoring expertise and online community support, for fast, proven results. We have been a recognized partner of the Canadian government for over 20 years and are now looking to grow and expand on what has made our business successful to date.
To accelerate our continued growth, facilitate new product launches, and improve our customer service, we are looking to bring on board a Customer Support Specialist who will focus on developing and implementing a strategy of innovative customer support activities.
This position involves a combination of quantitative and qualitative data analysis to improve internal processes. This requires a proactive approach to identifying customer needs, developing resources and optimizing service delivery through innovative technology solutions and tools. You will play a crucial role in improving our operational dashboard capabilities in collaboration with our technology partners.
Duties and Responsibilities
- Analyze email inquiries to identify frequently asked questions and create self-help articles.
- Configure and monitor dashboards to evaluate performance across different channels and implement corrective actions if necessary.
- Encourage the use of self-help options by improving their usability and content, based on customer feedback and data analysis.
- Carry out needs analysis for operational dashboards, write detailed requirements and supervise their development in collaboration with the technology team.
- Collaborate with different departments to ensure that the tools developed meet user needs and improve the overall customer experience.
Required Qualifications
- A bachelor's degree in a relevant field.
- Experience in project management, with strong data analysis and problem solving skills.
- Excellent communication and collaboration skills.
- Mastery of adaptation to new technologies and platforms, with experience in Zendesk administration, an asset.
- Familiarity with data analysis and reporting tools.
- Meticulous attention to detail and precision in work.
- The ability to work both independently and as part of a team.
- A commitment to providing exceptional customer service.
Additional Information
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Location : Montréal, Québec, Canada
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Status : Full-Time (12-month contract)
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Work hours : 35 hours per week
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Start Date : As soon as possible
What's in it for you?
- 3 weeks’ vacation + 1 week vacation over the holidays
- Health benefits and RRSP Plan as of day 1
- Hybrid work environment
- Company events year round
