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Bilingual Technical Support Specialist
Jonas Software
Toronto, CAN
Full-time
Entry · 2+ years experience
Hybrid
Discovered 1 weeks ago
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Role Overview
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 Skills for This Role
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Summary
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 document in French
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