Bilingual Customer Success Specialist

Block 64

. Serve as the primary point of contact for a portfolio of customers from onboarding through renewal via phone/web-conference, email, and chat .

Posted 9/29/2026full-timeToronto • CanadaJuniorMid-Level💰 CA$75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT support and customer success, with a strong foundation in networking concepts and cloud administration. Proficient in managing customer relationships and driving product improvements based on feedback.

Highest-signal resume keywords

Customer Success ManagementIT Service Desk ExperienceNetworking Concepts (TCP/IP, DNS, DHCP)Public Cloud Administration (Azure, AWS)Technical Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Networking ConceptsPublic Cloud AdministrationWindows Authentication ProtocolsSystems Administration FundamentalsBasic Scripting (PowerShell, Bash)Virtualization Platforms (VMware, Hyper-V)Endpoint ManagementCRM/Ticketing System DocumentationInstallation Data CollectionCustomer Health Monitoring

Soft Skills

Relationship BuildingMentorshipCustomer-First MindsetCuriosityCommunication Skills

Tools & Technologies

Microsoft 365Azure Active DirectoryIT Asset Discovery PlatformVirtualized EnvironmentsKnowledge Base Documentation

Certifications & Qualifications

Post-Secondary Degree in Computer ScienceDiploma in Information Systems

Industry Keywords

Customer SupportSystems AdministrationTechnical RoleCloud TenantsNetwork Security

Tech Stack

Tools & technologies

AWSAzureCloudDNSFirewallsLinuxTCP/IPUnixVMware

About the role

Key responsibilities & impact

Serve as the primary point of contact for a portfolio of customers from onboarding through renewal via phone/web-conference, email, and chat
Record customer interactions and support requests, documenting progress to resolution in the CRM/ticketing system
Maintain or exceed customer success and support ticket SLAs for response time and resolution
Coordinate activities with partners and customers from deployment pre-work through installation, hand-off, and ongoing success reviews
Lead remote deployment and configuration of the proprietary IT asset discovery platform across client networks, public cloud tenants, and virtualized environments
Monitor customer health, usage, and adoption metrics
Collect installation data from client sites, identify risks, and recommend improvements to performance and completion rates
Conduct periodic business reviews to demonstrate value delivered and identify expansion opportunities
Provide guidance and mentorship to team members
Document common errors, resolution paths, and customer playbooks in knowledge-base format
Identify and champion process and product improvements based on customer feedback

Requirements

What you’ll need

Post-secondary degree, diploma, or certificate in computer science, information systems, or related field
Minimum 2 years of post-graduate experience in an IT support, systems administration, or customer-facing technical role
IT Service Desk, Network Administration, or Customer Success/Account Management experience considered a strong asset
Solid foundation in core networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls)
Familiarity with administering public cloud tenants (Azure and/or AWS) in corporate environments, including identity, access and resource management
Familiarity with Microsoft 365 and Azure Active Directory (Entra ID) administration, including user provisioning, licensing, security groups and conditional access policies
Understanding of Windows authentication protocols (Active Directory, Kerberos/NTLM), network security and optimization, and common virtualization platforms such as VMware/vSphere, Microsoft Hyper-V, and Nutanix
Familiarity with Unix/Linux based operating systems and command line environments
Solid systems administration fundamentals, including server/OS patching and endpoint management
Basic scripting or automation experience (PowerShell, Bash, or similar) considered an asset
Proven ability to build trusted relationships with customers and manage competing priorities across a portfolio of accounts
Strong technical and business communication skills, with the ability to translate complex technical concepts for non-technical stakeholders
Fluent in Portuguese and English
Keen, curious mind, customer-first mindset, and thirst for knowledge

Benefits

Comp & perks

Casual work environment
Flexible work options
Work from home options
Competitive salary based on skills and experience