At a Glance
- Tasks: Provide bilingual technical support and troubleshoot issues for customers in French and English.
- Company: Join Jonas Software, a leader in enterprise management solutions with a global presence.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team with a commitment to innovation and exceptional service.
- Why this job: Make a difference by helping customers solve their tech problems in both languages.
- Qualifications: Fluent in French and English with 2 years of technical support experience.
The predicted salary is between 47250 - 57750 $ per year.
The Tier 1 Bilingual Support Specialist (French & English) serves as the first point of contact for both English- and French-speaking customers, delivering prompt, courteous, and technically sound assistance. This role involves troubleshooting basic to moderately complex issues, escalating where necessary, and ensuring a consistent, high-quality customer experience in both languages.
Key Responsibilities:
- Provide technical support to customers via phone, email, and chat in both French and English.
- Troubleshoot product or system issues, including configuration errors, access problems, and common application faults.
- Gather and document detailed information from customers to understand the problem and ensure accurate ticket categorization.
- Provide step-by-step guidance, basic product education, and issue resolution in a professional and customer-centric manner.
- Escalate complex or unresolved cases to Tier 2 support, ensuring all relevant information is clearly documented.
- Monitor open cases and follow up with customers to ensure timely resolution and satisfaction.
- Maintain SLA commitments for response and resolution times, contributing to service level goals.
- Participate in training sessions to stay updated on product changes, support processes, and tools.
- Adhere to company support policies and maintain high-quality communication in every interaction.
- Assist in Training and Translating documents in French.
Qualifications:
- Fluent in English and French.
- Minimum 2 years of experience in SaaS technical support or a similar customer-facing technical role.
- Familiarity with support ticketing systems (e.g., Zendesk, Zoho, Freshdesk).
- Basic understanding of databases (e.g., SQL queries, relational data concepts).
- Comfortable navigating Linux environments and using command-line tools.
- Strong troubleshooting and problem-solving skills for technical and customer issues.
- Excellent verbal and written communication skills with a customer-first mindset.
- Ability to document issues clearly and follow established escalation procedures.
- Quick learner with the ability to adapt to changing products and technologies.
- Team-oriented with a strong sense of accountability and ownership.
- Available to work on After hours Rotating Schedule, public holidays.
Bonus: Exposure to APIs, scripting, monitoring/logging tools, or Point of Sale experience.
Bilingual Technical Support Specialist employer: Volanté Systems
Jonas Software is an exceptional employer that values its employees by fostering a collaborative and innovative work culture in North York. With a commitment to professional growth, employees benefit from ongoing training and development opportunities while working in a hybrid environment that promotes work-life balance. Joining Jonas means being part of a global leader in enterprise management software, where your contributions directly impact customer satisfaction across diverse industries.
