Full-Time

Bilingual Customer Support Analyst

Posted on 1/22/2025

Cority

Cority

501-1,000 employees

EHSQ software solutions for organizations

Energy
Enterprise Software
Healthcare

Entry, Junior

Remote in Canada

Category
Customer Support
Customer Success & Support
Required Skills
Salesforce

You match the following Cority's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Bilingual (English and French)
  • A bachelor’s degree in communications, business administration, computer science, information systems, or a related discipline, or an equivalent combination of education and experience. Experience in occupational health care or a related health field is a plus.
  • Previous experience in a customer service or help desk role, preferably within a software or technology environment.
  • Strong analytical skills with the ability to assess issues, identify root causes, and provide effective solutions.
  • Strong customer service orientation with excellent verbal and written communication skills.
  • Basic understanding of software systems and the ability to quickly learn and apply technical information.
  • Solid organizational skills with the ability to prioritize tasks and manage time effectively in a fast-paced environment.
  • Comfortable working with different software platforms (e.g., Salesforce CRM or similar ticketing systems).
  • Ability to work independently while also being a team player, collaborating with peers and senior support staff as needed.
  • A positive attitude and a desire to continuously learn and improve technical and problem-solving skills.
  • Willingness to work in a rotating shift schedule, including evenings, weekends, and holidays, as required.
Responsibilities
  • Respond to incoming customer inquiries via phone or email, ensuring a timely and accurate resolution of basic issues related to the Cority Product Suite.
  • Troubleshoot and assist clients with common technical problems such as login issues, system errors, and basic configuration questions.
  • Log all customer support interactions in the customer support system, including case details, updates, and resolutions.
  • Provide consistent follow-up with customers, ensuring they are informed of the status and progress of their case.
  • Escalate more complex technical issues or bugs to the appropriate Tier 2 teams, including Engineering, and track progress until resolution.
  • Collaborate with internal teams to ensure that customer issues are addressed promptly and accurately.
  • Assist in identifying recurring customer issues and report patterns to senior team members for further investigation.
  • Maintain a working knowledge of Cority's product offerings, learning new features and functionalities as they are released.
  • Follow established support procedures and contribute to continuous improvement efforts by suggesting enhancements to current processes.
  • Ensure compliance with Cority's information security policies and immediately report any security-related incidents.
Desired Qualifications
  • Experience in occupational health care or a related health field is a plus.

Cority provides software solutions for Environmental, Health, Safety, and Quality (EHSQ) management. Their platform helps organizations monitor and enhance workplace safety, comply with environmental regulations, and meet sustainability targets. Users can collect and analyze data to gain insights that improve decision-making and operational efficiency. Cority stands out from competitors by serving a diverse range of industries and offering a subscription-based model that ensures continuous updates and support. The goal of Cority is to empower organizations to predict and prevent risks while optimizing compliance and enhancing workforce health and safety.

Company Stage

Late Stage VC

Total Funding

$97.3M

Headquarters

Toronto, Canada

Founded

1985

Simplify Jobs

Simplify's Take

What believers are saying

  • Cority's partnership with Inseer advances AI in industrial ergonomics solutions.
  • The Administrator Certification program boosts customer self-sufficiency in EHS operations.
  • Cority's expanded Safety Data Sheet library improves chemical management and compliance.

What critics are saying

  • Integration of Meddbase may disrupt Cority's existing operations and client services.
  • Low adoption of the Administrator Certification program could impact customer self-sufficiency goals.
  • AI partnership with Inseer may face data privacy concerns in strict regions.

What makes Cority unique

  • Cority offers a comprehensive EHSQ SaaS platform with 30+ years of expertise.
  • The company serves over 1,400 global organizations across diverse industries.
  • Cority's acquisition of Meddbase enhances its occupational health software offerings.

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Benefits

Health Insurance

Dental Insurance

Health Savings Account/Flexible Spending Account

401(k) Retirement Plan

Remote Work Options

Wellness Program

Professional Development Budget

Phone/Internet Stipend

INACTIVE