Customer Success Associate, Technical Support (French bilingual)

Industrial Scientific Corporation; Canada; Remote; CAD 45,000 - 65,000; Full time

Job summary

A leading tech support company in Canada is seeking a Customer Support Specialist to provide outstanding support to customers primarily in French. The role involves quality communication, technical troubleshooting, and documentation in a CRM system. Applicants should have a Bachelor's degree or equivalent experience and must demonstrate proficiency with Microsoft Office tools. This position requires a strong customer service focus and the ability to work collaboratively within a team.

Qualifications

• Must speak French fluently.
• Experience with customer service management systems.
• Strong written and verbal skills for customer interaction.

Responsibilities

• Provide quality telephone and email support.
• Document customer information in a CRM system.
• Work with internal teams to assure timely resolution.

Skills

Technical and troubleshooting proficiency

Fluent French

Communication skills

Customer service focus

Education

Bachelor's degree or equivalent work experience

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

Responsibilities

• Speech French fluently to support customers.
• Provide quality telephone and email support with an emphasis on customer service, technical expertise, and timeliness to both non-technical end-users as well as IT (Information Technology) professionals
• Accurately document customer information and a detailed problem / issue description of all support calls / emails in a CRM system. Supervise open requests and keep requests current and complete
• Work with other groups and internal teams to assure timely and professional resolution of customer requests
• Maintain current knowledge of all product offerings and support procedures to deliver accurate solutions to customers
• Strong written and verbal skills are vital for interacting with customers; ability to speak efficiently; must become comfortable with extensive on-the-phone consultations
• Requires a high level of attention to detail, outstanding resourcefulness, flexibility, and the ability to work within a team setting

Must be available to work standard shift until 8 pm and work company holidays.

Qualifications

QUALIFICATIONS REQUIRED (Non-Negotiable) :

• Technical and troubleshooting proficiency, training, and experience
• Must speak French fluently
• Experience with Microsoft Office products – Outlook, Word, and Excel
• Excellent verbal and written communication skills along with a customer-based focus!
• Knowledge of, or experience with customer service management systems and tools

QUALIFICATIONS PREFERRED (Negotiable) :

• Background in providing customer service and technical support
• Additional language skills a plus

Educational and / or work experience :

• Bachelor’s degree, Associate degree, or equivalent work experience

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.