Application Support Specialist

XTM International; Montreal (administrative region); Hybrid; CAD 55,000 - 75,000; Full time

Job summary

A leading technology company in Montreal is seeking a Customer Support Specialist to provide technical support in a hybrid role. You will engage with clients through various communication channels, ensuring high-quality service and problem resolution. The ideal candidate has at least 3 years of B2B customer service experience and is perfectly bilingual in French and English. This position encourages professional development and offers a collaborative work environment that values teamwork and customer satisfaction.

Benefits

Professional development opportunities

Continuous learning resources

Qualifications

• Minimum 3 years of B2B customer service experience.
• Action-oriented with a commitment to customer satisfaction.
• Strong organizational skills and ability to manage priorities.

Responsibilities

• Provide technical support to customers through various channels.
• Monitor incident resolution progress and ensure deadlines are met.
• Participate in updating the knowledge base with procedures.

Skills

B2B customer service experience

Front-line IT support expertise

Bilingual in English and French

Excellent analytical and problem-solving skills

Education

DEC or AEC in computer science or network management

Tools

Jira Service Management

MS Azure

SQL server

Job description

Overview

Residence in Greater Montreal.

Hybrid role with daily presence in the office for the first three months of employment. Then, hybrid with presence of 3 to 4 days per week in the office.

This role is part of Consoltec, one of the companies within the XTM portfolio.

Consoltec develops an innovative, high-quality linguistic project management application called FlowFit for translation companies and linguistic services.

XTM Group is dedicated to delivering cutting-edge solutions in the field of translation management. Our mission is to help enterprises reach global markets more efficiently by creating, delivering, and supporting an industry-leading platform to automate and manage all aspects of the localization process.

Our culture emphasizes teamwork, collaboration, and a passion for language technology to better serve customers and employees. We are dedicated to creating a solution-oriented and inclusive environment where everyone feels valued and can contribute their best. Our core values guide their actions and are the foundation of our company culture, driving us to achieve the vision of being the leading Translation Management System for enterprises.

Responsibilities

• Provide technical support to customers through all available communication channels, such as Jira Service Management, live chat, phone calls, and video calls.
• Monitor progress of incident resolution and ensure deadlines are met.
• Inform the concerned persons of the status of their request.
• Ensure customer satisfaction.
• Ensure monitoring, recording and reporting of tasks associated with current operations.
• Participate in the updating of the knowledge base (procedures, operational instructions).
• Develop, maintain and properly apply planned methods and procedures.
• Ensure compliance with audit, quality and safety standards.
• Respond to customer inquiries (incidents, service requests and information requests).
• Provide technical advice on our FlowFit TBMS system.
• Contribute to the resolution of problems and their documentation.

Qualifications

• At least 3 years of B2B customer service experience
• Expertise in front-line IT support
• DEC or AEC in computer science, network management, networking and computer security, or any other relevant training
• Action-oriented and committed to customer satisfaction
• Strong aptitude for teamwork and a great ability to establish a positive and trustworthy climate for exchanges with customers
• Excellent organizational skills and ability to manage priorities and be rigorous in following up on files
• Be comfortable in a work environment where deadlines can be short
• Excellent analytical and problem-solving skills
• Be perfectly bilingual in order to serve our international clientele (English and French)

Nice to have

• Knowledge of the Jira Service Management platform
• Knowledge of the translation field
• Knowledge of translation project management applications (FlowFit, Plunet, XTRF) and CAT tools (memoQ and Trados)
• Knowledge of MS Azure, SQL server, IIS.

What You Can Expect

Beyond a competitive salary, we offer a range of benefits designed to support your life and career, including:

• Professional development, with access to international opportunities and career advancement programs
• Continuous learning, powered by top-tier tools, training resources, and industry expertise

Benefits may vary by location — your Talent Partner will provide full details during the hiring process.

Everyone Belongs at XTM

At XTM, we design experiences that reflect and include the full spectrum of people we serve — and that begins with our own team. We’re dedicated to building a workplace where inclusion isn’t just a value, but a daily practice. Here, you’ll find the support and encouragement to grow, succeed, and truly belong - no matter your background. Explore our Diversity & Inclusion page to see how we’re shaping a more inclusive future at XTM.

The Application Journey

When you apply, our Talent Acquisition team will carefully review your application. If your experience aligns with the role, we’ll be in touch to guide you through the next steps.

⚠️ Recruitment Alert: Please be aware of fraudulent recruitment activity. Only engage with XTM emails ending in @xtm-intl.com, xtm.ai and xtm.cloud OR transifex.com.

We’re also committed to accessibility and inclusive hiring. If you need accommodations at any stage of the process, please indicate this in your application or speak directly with the Talent Partner.