Client Support Officer

Discover the possible

Anything is possible at the NRC, named in 2025 one of Canada’s Top Employers for Young People, Top Employer in the National Capital Region and Forbes Canada’s Best Employers!

As Canada’s largest research and innovation organization, our world-renowned research pushes the boundaries of science and engineering to make the impossible, possible. Every day we explore new ideas through innovative research and help companies discover possibilities that impact Canada’s future and the world.

At the NRC, you’ll also discover new possibilities. Our supportive workplace fosters a culture of creativity, welcoming fresh perspectives and innovation at all levels. We value teamwork. You’ll collaborate across multiple fields and with the brightest minds to find creative solutions. Most importantly, you’ll discover what’s possible within you as you grow, make valuable contributions and progress in your professional journey. From ground-breaking discoveries to a life-changing career, discover your possible at the NRC.

The role

We are looking for a Client Support Officer (CSO) to support our National Programs Office (NPO). The Client Support Officer (CSO) would be someone who shares our core values of Integrity, Excellence, Respect and Creativity.

The Client Support Officer (CSO) provides frontline and Tier 1/Tier 2 operational support for NPO’s enterprise digital solutions, with a primary focus on the FUSION CRM and Portal solution and SharePoint. The position supports day to day system operations by triaging and resolving incidents, supporting users, conducting solution testing, and contributing to continuous improvement through reporting, training, and change intake activities. The CSO plays a critical role in ensuring stable operations, high quality user experience, and effective adoption of enterprise solutions across Collaborative Science, Technology and Innovation Platform Program (CSTIP) and related programs.

Screening criteria

Applicants must demonstrate within the content of their application that they meet the following screening criteria in order to be given further consideration as candidates:

Education

Successful completion of secondary school according to provincial standards.

Post-secondary studies in IT would be considered an asset.

For information on certificates and diplomas issued abroad, please see Degree equivalency

Experience

• Recent* and significant** experience providing client support services to internal and external clients in a structured operational environment, including triaging, prioritizing, and resolving requests or incidents.
• Recent* and significant* experience working with digital systems (e.g., CRM platforms, portals, or case/ticketing systems), including navigating records, updating information, and supporting users in system use.
• Recent* experience researching, analyzing, and synthesizing information to support decision-making, issue resolution, or client guidance.
• Recent* experience preparing clear, structured written communications such as user guidance, responses to client inquiries, reports, or help/support content.
• Experience analyzing client issues or requests, identifying root causes, and determining appropriate resolution or escalation paths.
• Experience supporting testing activities (e.g., executing test cases, documenting results, identifying defects or issues) would be considered an asset.
• Experience supporting release, incident, or operational processes within a digital or IT-enabled environment would be considered an asset.
• Experience in transfer payments administration or working within Government of Canada programs would be considered an asset.

*Recent: experience obtained within the last 2 years.

**Significant: experience defined as the depth and breadth of experience normally acquired through performing a function as a primary responsibility over a period of at least one (1) year.

Condition of employment

Reliability Status

For a Reliability Status, verification of background information over a period of 5 years is required.

Language requirements

Bilingual Imperative CBC/CBC

Information on language requirements and self-assessment tests

Assessment criteria

Candidates will be assessed on the basis of the following criteria:

Technical competencies

• Knowledge of enterprise digital systems (e.g., CRM, client portals, collaboration tools).
• Knowledge of client service and incident management practices (e.g., intake, triage, and resolution).
• Knowledge of system operations concepts, including data quality, user access, and basic testing approaches.

Behavioural competencies

Competency Profile(s)

For this position, the NRC will evaluate candidates using the following competency profile(s): Technology Support

View all competency profiles

Compensation

From $68,047 to $80,289 per annum.

In addition, the incumbent will receive the Bilingualism Bonus of $800 per year.

NRC employees enjoy a wide-range of competitive benefits including a robust pension plan, comprehensive health and dental coverage, disability and life insurance, office closure at the end of December, and additional supports to enhance your well-being throughout your career and beyond.

Notes

• In 2025, the NRC was chosen as one of Canada’s Top Employers for Young People, a National Capital Region Top Employer and Forbes Canada’s Best Employer.
• Relocation assistance will be determined in accordance with the NRC's directives.
• A pre-qualified list may be established for similar positions for a one year period.
• Preference will be given to Canadian Citizens and Permanent Residents of Canada. Please include citizenship information in your application.
• The incumbent must adhere to safe workplace practices at all times.
• We thank all those who apply, however only those selected for further consideration will be contacted.