Bilingual Customer Support Engineer

Dot Compliance Ltd; Ontario; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading cloud-based Quality and Compliance management company is seeking a bilingual Customer Support Engineer. This fully remote role involves driving customer satisfaction by providing expert support in both English and French to enhance client operations in the life sciences sector. Join a dynamic team focused on innovation and excellence.

Benefits

Competitive salary and benefits package

Generous vacation plan

Professional growth and development

Fully remote environment

Qualifications

• 2-3 years of experience in a technical B2B support role in SaaS industry.
• Experience with quality management or compliance is a plus.
• Availability to support clients in Eastern and Central time zones.

Responsibilities

• Act as the primary point of contact for customers.
• Address inbound product inquiries and resolve issues.
• Collaborate with internal teams like Professional Services and Customer Success.

Skills

Fluency in English

Fluency in French

Technical aptitude

Problem-solving

Communication skills

Organizational skills

Tools

Salesforce

Job description

Dot Compliance provides a ready-to-deploy, Salesforce-native eQMS with the industry’s first AI specifically built to deliver safe, reliable decision guidance for critical quality issues. This offers faster, more proactive quality and compliance through vertical AI that empowers data-driven decision making in life sciences quality and compliance.

The company’s solutions are trusted by life sciences companies, both large and small, worldwide. The solutions are fully compliant with 21 CFR part 11, EU Annex 11 and support ISO 9001, 13485, 14971, and 27001.

Who we’re looking for

Dot Compliance is a leading provider of cloud-based Quality and Compliance management solutions for the life sciences industry. Our SaaS solutions leverage the world’s most innovative cloud technology provider, Salesforce.com. As a young and innovative software company, we aim to dramatically transform how pharma, biotech, and medical device companies manage their quality and compliance processes.

We are seeking a bilingual (English/French) Customer Support Engineer to join our North America Customer Support Team in a fully Remote environment in Canada. In this pivotal role, you will drive customer satisfaction and support our internal teams as they leverage Dot Compliance to transform their day-to-day quality and compliance operations. You will act as the primary point of contact for customers, guiding them through our solutions and ensuring efficient management of their quality and compliance processes.

To excel in this position, you must rapidly acquire a deep understanding of our products and our customers’ needs. You will apply this expertise to provide timely and high-quality support for our customers. Your primary responsibilities include addressing inbound product inquiries and resolving issues for our global customer base. You will empower customers by overseeing hundreds of interactions through portal, email, and phone channels. Collaborating with internal teams such as Professional Services, Customer Success, and DevOps will be essential as you champion and escalate customer issues.

If you are passionate about quality and compliance, fluent in both English and French, and ready to roll up your sleeves to solve customer problems, this is the role for you.

Why Join Us?

• We adhere to our values – Customer Success, Sense of Urgency, Employee Empowerment, Collaboration and Respect, and Doing the Right Thing
• Competitive salary and benefits package
• Generous vacation plan
• Professional growth and development
• Fully remote environment, covering any related expenses

Do you have what we’re looking for?

• Fluency in both English and French - required for supporting our bilingual customer base.
• Located in Canada.
• 2-3 years of experience in a technical B2B support role in the software as a service (SaaS) industry.
• Experience with Salesforce, quality management, or compliance is a plus.
• Availability to support clients in the Eastern and Central time zone (NA).
• Demonstrated strong technical aptitude and problem-solving skills, coupled with a commitment to mastering new technologies and systems and the capacity to think critically under pressure.
• Exhibit excellent communication skills, both verbal and written. You can swiftly evaluate a customer’s question or concern and deliver impactful responses and solutions.
• Deliver strong organizational and time management skills, with the capability to balance competing requests and prioritize effectively.
• Exemplify empathy and diplomacy. You consistently prioritize customers and can navigate challenging requests, establish appropriate expectations, and implement effective corrective actions.
• Function autonomously and proactively. You are a remarkable self-starter who thrives both independently and collaboratively in a rapidly changing environment.
• Embrace curiosity, innovation, and tenacity. You champion customer needs, willing to roll up your sleeves to resolve their problems.