Bilingual Customer Support Specialist
New
CanadaFull-TimeMiddle
Salary55,000 - 75,000 CAD per year
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Job Details
- Languages
- English, French
- Experience
- 2–5+ years
- Required Skills
- TroubleshootingTechnical supportCRMCustomer Success
Requirements
- Fluency in both English and French (written and spoken) is required.
- 2–5+ years of experience in customer support, customer success, or technical support (including Tier 2 support experience preferred).
- Strong ability to troubleshoot technical issues and guide users through complex workflows.
- Experience using CRM and ticketing systems, with the ability to manage and prioritize support queues effectively.
- Excellent communication skills with a strong focus on empathy, clarity, and user education.
- Ability to work independently, stay organized, and manage shifting priorities in a dynamic environment.
- Strong problem-solving mindset with a user-first approach to support and onboarding.
- Comfort working in fast-paced, scaling environments with evolving products and processes.
- Familiarity with healthcare systems, EHR/EMR tools, or AI-based platforms is a strong asset.
- Analytical mindset with an interest in using data to improve customer experience is a plus.
Responsibilities
- Lead the onboarding journey for new users, ensuring a smooth transition to first value and strong product adoption within the first 90 days.
- Provide Tier 1 and Tier 2 customer support, diagnosing issues, resolving technical challenges, and ensuring timely follow-up.
- Act as a key advocate for users by identifying friction points and collaborating with Product teams to improve the user experience.
- Maintain and optimize CRM and ticketing systems to ensure efficient queue management and service tracking.
- Deliver clear, empathetic, and educational support that helps users understand both how and why the product works.
- Collaborate closely with Sales, Product, and Marketing teams to ensure alignment on customer needs and feedback loops.
- Contribute insights from customer interactions to inform product improvements, documentation, and onboarding resources.
- Support continuous improvement of knowledge bases, workflows, and customer education materials.
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