Tier 1 Tech Support Analyst | Flexible Hours | French

AssistIQ; Montreal (administrative region); On-site; CAD 52,000 - 66,000; Full time

Benefits offered by this job

Health insurance

Vacation (3 weeks)

Sick days (10)

Flexible work hours

Collaborative culture

Job summary

AssistIQ in Montreal, Canada, is seeking a Tier 1 Technical Support Analyst to be the first contact for customers using our iPad and web solutions and EHR integrations. You will respond via phone, chat, email and tickets, document issues, perform initial troubleshooting, and escalate complex problems to Tier 2 as needed.

Fluent in French both written and spoken, you will operate in a fast-growing startup environment with flexible hours and a collaborative culture.

Qualifications

• Excellent troubleshooting skills for software on iPad, web, and integrated environments.
• Strong problem-solving and prioritization abilities.
• Excellent interpersonal, time management and communication skills (verbal and written).
• Excellent French written and oral communication skills.
• Ability to know when to escalate to Tier 2 or engineering.

Responsibilities

• Address customer inquiries via phone, email, SMS, chat, and tickets.
• Serve as the first point of contact for end-users seeking technical assistance for the AssistIQ solutions on the iPad and web.
• Document issues, troubleshooting steps, and final disposition in support tools.
• Resolve basic issues on first contact.
• Escalate complex issues to Tier 2 and Engineering as needed.
• Coordinate with internal teams and customers as required.
• Set expectations with customers and keep leadership informed about escalations.
• Maintain up-to-date knowledge of AssistIQ solutions and troubleshooting steps.
• Follow workflows, playbooks, SLAs, and quality standards for timely resolutions.
• Participate in after-hours and weekend on-call rotations.
• Handle written and oral French communication with Canada-based customers.
• Provide feedback to improve documentation and processes.

Job description

AssistIQ in Montreal, Canada, is seeking a Tier 1 Technical Support Analyst to be the first contact for customers using our iPad and web solutions and EHR integrations. You will respond via phone, chat, email and tickets, document issues, perform initial troubleshooting, and escalate complex problems to Tier 2 as needed.

Fluent in French both written and spoken, you will operate in a fast-growing startup environment with flexible hours and a collaborative culture.