Customer Technical Support Engineer (FTC) - French Speaker
CanadaContractMiddle
Salary not disclosed
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Job Details
- Languages
- French, English
- Required Skills
- SalesforceZendesk
Requirements
- Proven experience in a client-facing technical support or engineering role
- Strong technical skills with a methodical, investigative approach to problem solving
- Fluency in French and excellent communication skills in both French and English
- Comfortable working independently and collaboratively in high-pressure environments
- Familiar with support tools and platforms such as Salesforce or Zendesk
- Keen to share knowledge and mentor others
Responsibilities
- Act as the primary contact for 1st and 2nd line technical support via phone and email
- Diagnose and troubleshoot incidents, collaborating with Product and Engineering to ensure timely resolution
- Manage incident reports, customer communications, and escalations, ensuring service levels are met
- Resolve technical and non-technical issues in a professional and customer-centric manner
- Investigate platform and hardware issues across our Justride system
- Assist with customer configurations for special events and ticketing programs
- Deliver training to customers via video conferencing and occasional in-person sessions
- Create and maintain internal documentation, FAQs, and technical reference materials
- Build a deep understanding of our products and how they’re used in real-world scenarios
- Participate in on-call rotations during critical launches and go-live periods
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