Customer Support Technical Specialist (Bilingual French)

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Requirements:

• Ability to read, write, and speak fluently in English and French.
• 1-3 years of working experience in customer service/support capacity.
• 1-3 years of working experience in troubleshooting technical issues is an asset.
• Excellent verbal and written communication skills.
• Strong analytical and critical thinking skills.
• Ability to work independently using knowledge resources to diagnose and troubleshoot issues.
• Strong organizational skills to manage multiple tasks in a fast-paced environment.
• Technical competence using Google Suite and MS Excel.
• Knowledge of programming languages like SQL, Python, C#, or JavaScript is an asset.

Responsibilities:

• Delivers technical assistance to partners, customers, and internal teams across various communication channels, including phone, chat, and email.
• Assumes ownership of customer-reported issues, ensuring their resolution while adhering to departmental Service Level Agreements (SLAs).
• Utilizes internal tools to conduct research, diagnosis, and troubleshooting, identifying solutions for hardware and software challenges.
• Documents customer support interactions in the ticketing system, maintaining accurate and organized records.
• Escalates unresolved issues to relevant technical internal teams and develops Knowledge Base articles for ongoing learning.