Bilingual Technical Support Specialist

EWS Group; Toronto; Hybrid; CAD 50,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model

French document translation training

Job summary

Jonas Software, a global enterprise software provider, is seeking a Bilingual Technical Support Specialist (English/French) for a hybrid role in North York, ON. You will assist SaaS customers via phone, email, and chat, troubleshoot issues, and escalate to Tier 2 when needed to ensure timely resolutions.

The position requires 2+ years in SaaS support, experience with Zendesk/Zoho/Freshdesk, SQL basics, and comfort with Linux CLI, coupled with strong bilingual communication.

Qualifications

• Fluent in English and French, with 2+ years in SaaS technical support or similar.
• Experience with support ticketing systems (Zendesk, Zoho, Freshdesk).
• Basic understanding of databases (SQL queries).
• Comfort with Linux environments and command-line tools.
• Strong communication and customer-first mindset.

Responsibilities

• Provide technical support to customers via phone, email, and chat in English and French.
• Troubleshoot product or system issues, including configuration errors and access problems.
• Gather and document detailed information for accurate ticket categorization.
• Escalate complex cases to Tier 2 and track resolution within SLA.
• Update knowledge base and participate in training on product changes.

Skills

Bilingual English/French

SaaS support

Troubleshooting

Ticketing systems

Linux CLI

Tools

Zendesk

Zoho Desk

Freshdesk

SQL basics

Job description

Bilingual Technical Support Specialist### Bilingual Technical Support SpecialistApply: Volante - CAN: Full time: Posted 14 Days Ago: R53084## ## 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.### About UsAt Jonas we have long realized that our greatest asset is our employee base. As such we strive to provide our team with a fantastic working environment and an enriching career, which we know will translate into world class service to our valued clients. This allows Jonas Software to maintain and extend our lead as the premier software and services provider in each of our markets. If being part of a growing organization that moves at a fast pace and constantly strives to get better each and every day is what you are looking for, then we want to hear from you. Everyone has heard the sports analogy “to be the best, you have to beat the best”; well at Jonas Software we have tweaked that slightly to fit vertical market software. We believe to be the **best you have to hire and retain the best!!!***Jonas Software is an Equal Opportunity Employer.**If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at**[e-mail]**or 905-470-4600.**Jonas Software and its subsidiaries will never request payment, banking information, or sensitive personal documents from candidates at any stage of the application or interview process. Any such requests should be treated as fraudulent.**If you receive suspicious communication claiming to represent Jonas Software or one of our subsidiaries, please contact us at* *[e-mail]**.*Jonas Software is part of a CSI group of companies.