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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical support capabilities, including troubleshooting software applications and managing client inquiries. Proficient in data reporting processes and maintaining documentation while ensuring timely resolution of support tickets.
Highest-signal resume keywords
Technical SupportData ReportingMicrosoft ExcelClient ServiceBilingual English And French
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting Software ApplicationsWindows Computer SkillsFile ManagementUser Access ManagementData ValidationReporting ProcessesTechnical DocumentationAnalytical ProcessesNumeris Products KnowledgeAudience Measurement Concepts
Soft Skills
Attention To DetailOrganizational SkillsTime ManagementWritten CommunicationVerbal Communication
Industry Keywords
Customer SupportTechnical SupportCustomer SuccessMediaBroadcastingAdvertising
About the role
Key responsibilities & impact- Provide 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, Windows issues, access and permissions problems, and software issues
- Reproduce and document technical issues for investigation and escalation
- Coordinate with the Technical Support Analyst to resolve client issues
- Maintain ticket documentation, solutions and troubleshooting information
- Identify recurring technical issues and improve documentation and support processes
- Support recurring reports, dashboards and analytical deliverables with the Customer Success Insights Analyst
- Prepare and update client and internal reports using documented processes and templates
- Run routine reports and perform quality assurance checks
- Maintain reporting schedules and complete deliverables on time
- Prepare charts, tables and standardized data outputs
- Assist with data preparation and validation for presentations and reports
- Maintain recurring reporting process documentation
- Develop working knowledge of Numeris data, NLogic products and audience measurement concepts
- Coordinate client onboarding and offboarding, product access and user setup
- Assist with client account and user administration
- Administer client entitlements using internal systems
- Monitor, triage and route customer support requests
- Track outstanding requests and follow up for timely resolution
- Maintain client-facing and internal support documentation
- Provide backup coverage for routine client inquiries
- Assist with basic product training and guidance
- Support User Acceptance Testing for product updates and releases
- Coordinate with Customer Success, Product, Research and other teams to resolve client requests
- Provide administrative and coordination support for sales initiatives as required
Requirements
What you’ll need- College diploma, degree or higher in Marketing, Communications, Business or related field
- 1–3 years of experience in customer support, technical support, customer success, data/reporting operations, or a similar role
- Experience providing software or application support is an asset
- Experience working with data, reports or recurring analytical processes is an asset
- Media, broadcasting, advertising or audience measurement experience is an asset, not required
- Strong general Windows computer skills
- Good 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 established troubleshooting procedures
- Able to clearly document technical problems and resolution steps
- Comfortable learning Numeris products and internal systems
- Intermediate Microsoft Excel skills
- Comfortable working with structured datasets, spreadsheets and recurring reports
- Strong attention to detail and accuracy
- Able to read, interpret and validate data to identify trends, unusual results and potential data quality issues
- Ability to follow documented reporting processes consistently
- Strong organizational and time-management skills
- Able to manage multiple support tickets, reporting deadlines and operational requests simultaneously
- Strong written and verbal communication skills
- Strong client service skills
- Able to translate technical concepts into straightforward language
- Fluency in English and French, written and spoken, is required
Benefits
Comp & perks- Benefits package
- Group savings and retirement program
- Employer-paid health and dental premiums
- 3 weeks paid vacation
- Hybrid work: on-site office in Toronto and work from home as required per the role
- Education reimbursement up to $1000 per year
- Continuous learning and development via Percipio
- MentorMe networking and growth program
- Leadership training offerings
- Supportive leadership and team culture
- Perkopolis employee discounts on products and services