Technical Support Specialist (Bilingual EN, FR)

Hornetsecurity; Montreal; On-site; CAD 60,000 - 70,000; Full time

Job summary

A leading IT services provider is seeking a Bilingual Technical Support Specialist in Montreal. The role involves diagnosing technical issues, ensuring customer satisfaction, and working in a fast-paced environment. Ideal candidates are fluent in French and English and possess strong analytical skills. This full-time position offers opportunities for professional growth and participation in a dynamic team culture.

Benefits

Home-Office Option

Flexible working hours

Sick Leave & Public Holidays

Collective Insurance Plan

Team events

Qualifications

• Fluent in English and French.
• Experience in troubleshooting Windows Server issues.
• Good understanding of networking protocols.

Responsibilities

• Diagnose and resolve technical issues for corporate clients.
• Build relationships with customers to ensure a positive experience.
• Escalate issues and coordinate solutions with the dev team.

Skills

Logical skills

Analytical skills

Problem-solving skills

Customer etiquette

Troubleshooting

Job description

Technical Support Specialist (Bilingual-French and English)

We are looking for a Bilingual Technical Support Specialist to join our team in Montréal (Quebec, H4N 2M3). This is a full-time position (40 hours per week), with an immediate start date.

Your Job:

• You will diagnose and resolve our corporate clients’ technical issues over the telephone, email and online chat in the areas of system configurations, product functionality and bugs/enhancements.
• You build personal customer relationships and focus on offering an awesome customer experience.
• You escalate issues to our development team and co-ordinate such issues until they are solved.
• You convey customer feedback to product development staff.
• You keep customers informed on how and when issues are resolved.
• You interact with other teams to provide comprehensive and high-quality support.
• You work in a 24/7 shift system with great planning reliability. Depending on the shift there are attractive bonuses and compensation days.

Your Profile:

• You have excellent logical, analytical and problem-solving skills.
• You possess good customer etiquette and the ability to manage high profile customers well under pressure.
• You have experience in troubleshooting Windows Server issues using inbuilt Windows applications such as the Event Log Viewer, netstat etc.
• You have a good understanding of basic networking protocols.
• You are fluent in English and French – any other language is a plus.
• You are a quick learner and self-starter.

Bonus Skills:

• You have knowledge/experience with Hyper-V and/or VMware virtualization platforms.
• You have previous experience in network/system administration.
• You have a deep understanding of the Windows Server operating system (file system, registry, memory model, security model, process model).
• You have knowledge/experience with Microsoft VSS.
• Free space for innovation and independent action in a fast-growing international company.
• Personal and professional development opportunities.
• Short decision paths and flat hierarchies in an open work atmosphere.
• Home-Office Option and flexible working hours.
• Additional Sick Leave & Public Holidays.
• Collective Insurance Plan.
• Way to Work Goodie.
• Be-Active Bonus – we’ll keep you healthy with an allowance to your membership in fitness and sports clubs.
• Temporary Employee Exchange Program – we provide the ability for you to work at our global office locations and explore the world (e.g. Malta, Madrid, Berlin, Washington D.C.).
• Team events and regular global update meetings.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting and IT System Training and Support

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