Altus Assessments is hiring a

Bilingual Customer Support (Applicant Support) Coordinator

Toronto, Canada

About Altus Assessments:

We believe that great students are more than just book smart. Altus builds software that helps academic programs choose holistically exceptional applicants by providing reliable professionalism screening tests (like our signature CASPer(r) test) for use in the admission process. Think of CASPer like an "SAT" for people skills. The CASPer™ test was developed originally at McMaster University, and has been used to screen over 125,000+ applicants for medicine, nursing, veterinary, optometry, pharmacy and teachers education schools in the US, Canada, Australia and the UK over the last decade and we are growing rapidly. The test uses everyday scenarios to evaluate for universally useful skills like communication, collaboration, advocacy ethics and judgment.


We’re a quirky, diverse and intellectual group of 25+ working out of the OneEleven scale-up space in the downtown core of Toronto. We tackle some tough problems (like how to evaluate empathy in someone who wants to become a doctor), and some less tough ones (like what to bring in for the communal snack table).


Working with Altus means high career growth and impact. It also means learning a ton from brilliant coworkers, as well as directing your own personal and professional growth. Along with full benefits, enhanced parental leave and self-directed vacation, we provide you with a budget for learning. Use it for a professional workshop, or use it to learn the kazoo- we believe in supporting the whole you.


Your role:

We are looking to grow our internal support team to help with all things “applicant support” (customer support) at Altus with the addition of a Bilingual (French / English) Applicant Support Coordinator! As a member of the internal Applicant Support team, your main goal is to assist the CASPer applicants before, during, and after their CASPer test. You will act as the face of Altus Assessments, helping applicants navigate from registration to results delivery and providing exceptional support at every step along the way. You will aim to ensure a smooth, friendly experience for every single applicant that writes the CASPer test and provide applicants with the reassurance that they will receive timely and accurate test results, 100% of the time.


Many of the CASPer applicants are French speakers (~8%), applying to French programs in Ottawa and Quebec. The Applicant Support Coordinator (i.e. you), along with our Bilingual Project Coordinator, are the primary team members interacting with our French speaking applicants. For this reason it is crucial that you have a great working knowledge of French Canadian language and culture and amazing written French communication skills.


During any CASPer test, we offer on-demand support for all applicants, in the event that they experience technical issues or require assistance of any other kind. The applicant support coordinator will help lead all test day support activities, setting a positive example for internal Altus team members as well as ensuring a smooth test-day experience for all applicants.


Not only will you will be an internal expert for technical support and troubleshooting for CASPer test issues, but you will also be a big part of change and growth for the applicant support team at large. You will drive continuous improvement when it comes to affiliated responsibilities such as applicant proctoring, registration and onboarding, results delivery etc. and you will set the bar higher by refusing to settle for the status quo.


Finally, you will be an active member of the operations team, contributing to the advancement of test operations and continuously improve the process overall. If you thrive in a small startup, and possess the autonomy to make decisions, the humility to make take chances and make mistakes, and the drive to continuously test and refine- then this is the place for you!


Job Details:

  • Full time (minimum 40 hours per week)
  • Weekday and weekend hours (schedule will change on a weekly basis, depending upon testing schedule and support needs)

Requirements

  • Bilingual (English & French)
  • Outstanding communication skills (both written and verbal)
    • We primarily communicate with CASPer applicants via online typed communication, so flawless written skills are a must!
  • Comprehensive knowledge and experience of the French Canadian culture
  • Ability to thrive in fast-paced environments and prefer change over status-quo
  • Nurturing and empathetic with a professional, positive attitude and a sense of humility
  • Independent/a self-starter
  • Able to think rationally, prioritize tasks, and clearly articulate and execute a plan
  • Analytical with a structured work approach
  • Very comfortable using computers and confident in technical skills
  • Flexible schedule and ability to adapt
  • Startup experience preferred
  • Customer Support experience preferred
  • Bachelor's Degree (or equivalent)
  • We primarily communicate with CASPer applicants via online typed communication, so flawless written skills are a must!

Benefits

  • The chance to be a part of a team that cares about their work, as well as each other!
  • Free snacks, drinks, and coffee in our office
  • Generous vacation policy
  • $1500 annual personal and professional development budget
  • Comprehensive health, dental and life insurance coverage
  • Parental leave coverage
  • Team building and social events

Altus is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors. Special accommodations for candidates with disabilities can be made during the interview process if requested.

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