Bilingual Technical Support Specialist

Jonas Software; Saint-André-de-Kamouraska; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Jonas Software is seeking a bilingual Tier 1 Technical Support Specialist (French & English) to join Volante Software Inc. in a hybrid role (3 days in office) in North York, ON.

You will provide technical support via phone, email and chat, troubleshoot issues, document details, and escalate when needed while meeting SLA commitments. Ideal candidates have 2+ years in SaaS support, fluency in English and French, familiarity with ticketing systems, and a customer-first approach.

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.
• Bonus: Exposure to APIs, scripting, monitoring/logging tools, or Point of Sale experience.

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 French/English

SaaS technical support

Ticketing systems

Linux basics

Tools

Zendesk

Zoho Desk

Freshdesk

Job description

Job Description:

Bilingual Technical Support

Type: Hybrid (3 days in office)

Location: North York, ON

Summary:

The Tier 1 Bilingual Support Specialist (French & English) serves as the first point of contact for both English- and French-speaking customers, delivering prompt, courteous, and technically sound assistance. This role involves troubleshooting basic to moderately complex issues, escalating where necessary, and ensuring a consistent, high-quality customer experience in both languages.

Key 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

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


• Bonus: Exposure to APIs, scripting, monitoring/logging tools, or Point of Sale experience.

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas' vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of \"Software for Life.\" We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We're a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.

Business Unit:

Volante Software Inc.

Scheduled Weekly Hours:

40

Number of Openings Available:

1

Worker Type:

Regular

More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas' vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of \"Software for Life.\" We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We're a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.