Bilingual Tech Support Specialist (EN/FR) – Hybrid

Perseus Group; Toronto; Hybrid; CAD 48,000 - 64,000; Full time

Job summary

Jonas Software Inc. in North York, ON seeks a Tier 1 Bilingual Technical Support Specialist (French & English) to serve as the first point of contact for both English- and French-speaking customers, troubleshooting basic to moderate issues and escalating when needed.

The role is hybrid (3 days in office) with a 40-hour schedule, requiring strong problem-solving, excellent communication, and after-hours rotation availability. Training and translation support in French are provided.

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.

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.

Skills

Bilingual

SaaS support

Zendesk

SQL basics

Linux CLI

Troubleshooting

Customer service

Documentation

Tools

Zendesk

Zoho

Freshdesk

Job description

Jonas Software Inc. in North York, ON seeks a Tier 1 Bilingual Technical Support Specialist (French & English) to serve as the first point of contact for both English- and French-speaking customers, troubleshooting basic to moderate issues and escalating when needed.

The role is hybrid (3 days in office) with a 40-hour schedule, requiring strong problem-solving, excellent communication, and after-hours rotation availability. Training and translation support in French are provided.