Bilingual Tier 1 Tech Support – EN/FR

Connex Telecommunications Inc.; Alberta; Hybrid; CAD 22,000 - 32,000; Full time

Benefits offered by this job

Flexible shifts

24/7 operation scheduling

Job summary

DependableIT is seeking a bilingual Tier 1 Technical Support Representative in AB, Alberta to assist customers in English and French via phone, chat, and tickets. You will troubleshoot common issues with smart devices, printers, emails, connectivity, and basic SaaS services.

The role demands strong communication, problem-solving, and the ability to explain technical information simply while providing excellent service in both languages.

Qualifications

• Call Center experience required.
• Fluency in English and French (Quebec or NB French preferred).
• Experience supporting Windows, macOS and peripheral devices.

Responsibilities

• Monitor tickets and respond to inquiries in English and French via Zendesk.
• Assist residential customers with smart home devices, mobile devices, printers, email access, and connectivity.
• Diagnose issues by asking questions and identifying root causes.
• Provide remote support for installation, configuration, account access, and troubleshooting.
• Assist business customers with tickets, calls, SaaS support, and technical questions.
• Support Microsoft 365, Google Workspace, and cloud-service inquiries.
• Handle license-related requests and account updates.
• Escalate complex issues to appropriate teams when needed.
• Document interactions and outcomes accurately.
• Communicate clearly across all support channels.
• Manage multiple tickets efficiently while maintaining quality.

Skills

Bilingual EN/FR

Technical troubleshooting

Strong communication

Windows/macOS support

SaaS/Cloud support

Multitasking

Customer service

Account/configuration guidance

Tools

Zendesk

Microsoft 365

Google Workspace

Job description

DependableIT is seeking a bilingual Tier 1 Technical Support Representative in AB, Alberta to assist customers in English and French via phone, chat, and tickets. You will troubleshoot common issues with smart devices, printers, emails, connectivity, and basic SaaS services.

The role demands strong communication, problem-solving, and the ability to explain technical information simply while providing excellent service in both languages.