Bilingual Technical Support Representative (English & French Required)

Journeyfront, Inc.; Toronto; On-site; CAD 38,000 - 46,000; Full time

Benefits offered by this job

Paid training

Shift premiums

Employee referrals

Job summary

Gatestone is seeking a bilingual Technical Support Representative (English & French required) to join our team in providing Level 2 support for end-user hardware, software, and network issues. You’ll respond via phone, email, and ticketing system, diagnose problems, and escalate where needed while documenting each case for future reference.

The role offers paid full-time training, competitive compensation starting at $22.00 per hour with shift premiums, and opportunities for internal growth.

Qualifications

• Previous experience in an IT helpdesk or desktop support role.
• Experience with ITSM tools and ticketing systems.
• Strong troubleshooting skills for Windows OS, VPNs, and remote desktop tools.
• English and French written and verbal required.

Responsibilities

• Provide Level 2 support for end-user issues, including hardware, software, and network troubleshooting.
• Respond to IT service requests and incidents via phone, email, and ticketing system.
• Diagnose and resolve technical problems encountered by customers.
• Escalate complex issues to appropriate teams with timely resolution.
• Document customer records with logs of problems and solutions for use by others.
• Research issues using internal software, tools and guides to implement solutions.
• Flexibly cover for HD teammates when unavailable.
• Identify opportunities to improve customer service levels and experience.
• Provide feedback to leadership to improve environment.
• Available to work any shift as role operates 24/7 and through holidays.

Job description

Job Openings > Bilingual Technical Support Representative (English & French Required)

Bilingual Technical Support Representative (English & French Required)

Established in 1926, Gatestone has been a trailblazer in providing exceptional outsourced Customer Contact Center and Business Process Outsourcing (BPO) services to world-class organizations, including those among the Fortune 500. Our dedication to fostering an exceptional work environment at Gatestone remains steadfast, as we eagerly anticipate a future filled with promise and success.

Join The Team

Join the Gatestone Team for a rewarding and dynamic career! At Gatestone, we prioritize the customer experience, embodying it in everything we do. We're looking for Technical Support Representatives to handle customer calls, addressing issues efficiently with empathy and understanding.

What we offer

Competitive compensation based on experience; $22.00 with a premium for specific shifts.

Comprehensive Training; Receive paid, full-time training to excel in your role.

Career Development; Benefit from our leadership development programs and internal growth opportunities. Gatestone is committed to promoting from within.

Employee Benefits; Take advantage of discounts, engagement initiatives, and bonus opportunities through our Employee referral program.

Expected Start Date; November 9th 2026

Your Role;

Provide Level 2 support for end-user issues, including hardware, software, and network troubleshooting.

Respond to IT service requests and incidents via phone, email, and ticketing system.

Diagnose and resolve technical problems encountered by customers.

Escalate complex issues to the appropriate teams while ensuring timely resolution

Thoroughly document customer records with log of problems and solutions for use by other Technical Support Representatives.

Consult internal software, tools and guides, to research customer issues and implement solutions.

Flexibility to help cover for HD teammates on rare occasions of unavailability.

Look for opportunities to improve our business and elevate customer experiences.

Identify opportunities to improve customer service levels.

Provide feedback to leadership teams to improve environment.

Various other duties as needed.

Available to work any shift as this role operates 24/7 and through Holidays.

Core Competencies & Attributes;

Flexibility to work online and on-call / standby as needed.

Ability to communicate effectively with all levels of staff; verbal and written.

Ability to remain calm under pressure and provide excellent customer service.

Good organizational skills and detail-orientated.

Flexibility to work overnight shifts or any shift required based on business needs.

Experience & Qualifications;

Previous experience in an IT helpdesk or desktop support role.

Experience with IT service management (ITSM) tools and ticketing systems.

Strong troubleshooting skills in Microsoft Office, email clients, VPNs, and remote desktop tools.

Experience with Windows operating systems.

English, written and verbal.

French, written and verbal.

This role is for an open vacancy commencing in November.

We are an accessible workplace. Individual accommodation shall be provided for applicants with disabilities who meet the required qualifications. Please advise us at any time during the recruitment process.
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