Bilingual Technical Support Specialist (Full-Time)

EWS Group; Toronto; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Training opportunities

Job summary

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.

Responsibilities

• 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.

Skills

Bilingual EN/FR

SaaS support

Customer-focused

Linux CLI

SQL basics

Tools

Zendesk

Zoho

Freshdesk

SQL

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