Bilingual SaaS Support Specialist (English/French)

EWS Group; Toronto; Hybride; CAD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Training opportunities

Résumé du poste

Jonas Software is seeking a Tier 1 Bilingual Technical Support Specialist in North York, ON. The role handles English and French customer inquiries via phone, email, and chat, delivering timely, technically sound assistance.

Responsibilities include troubleshooting, documenting issues for accurate ticketing, and escalating complex cases to Tier 2 while meeting SLA targets. Hybrid schedule and ongoing training are provided to stay current with product changes.

Qualifications

• Fluent in English and French (FR/EN).
• Minimum 2 years in SaaS technical support or similar.
• Familiarity with ticketing systems (Zendesk/Zoho/Freshdesk).
• Basic understanding of databases (SQL).
• Comfort navigating Linux environments and using command-line tools.
• Strong troubleshooting and customer-first mindset.

Responsabilités

• Provide technical support to customers via phone, email, and chat in both French and English.
• Troubleshoot product or system issues, including configuration errors and access problems.
• Document details for accurate ticket categorization and escalation when needed.
• Offer step-by-step guidance and basic product education to resolve issues.
• Escalate complex cases to Tier 2 and monitor open tickets to ensure timely resolution.
• Maintain SLA commitments and participate in ongoing training.

Connaissances

Bilingual EN/FR

SaaS support

Customer-focused

Linux CLI

SQL basics

Outils

Zendesk

Zoho

Freshdesk

SQL

Description du poste

Jonas Software is seeking a Tier 1 Bilingual Technical Support Specialist in North York, ON. The role handles English and French customer inquiries via phone, email, and chat, delivering timely, technically sound assistance.

Responsibilities include troubleshooting, documenting issues for accurate ticketing, and escalating complex cases to Tier 2 while meeting SLA targets. Hybrid schedule and ongoing training are provided to stay current with product changes.