Technical Support Specialist English/French Bilingual - jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist (English/French Bilingual) based in Canada.

This role offers the opportunity to provide critical technical support for customers operating in important and demanding environments. You will serve as a trusted first point of contact, helping diagnose issues, coordinate resolutions, and ensure reliable service delivery. Working within a collaborative support team, you will manage incidents from initial investigation through resolution while maintaining excellent customer communication. The position combines technical troubleshooting, problem-solving, and process improvement, allowing you to make a direct impact on customer satisfaction and operational reliability. You will work with communication technologies, Windows environments, and security-focused processes while continuously expanding your technical expertise. This is an ideal opportunity for a bilingual support professional who enjoys solving complex challenges and delivering high-quality service remotely.

Accountabilities:

In this role, you will be responsible for delivering responsive technical assistance, managing incident resolution, and improving support operations. You will act as a key connection between customers, internal teams, and technical resources by:

• Serving as the primary contact for customer technical incidents received through phone, email, and other communication channels.
• Performing incident triage, documentation, troubleshooting, and resolution using available knowledge resources and support procedures.
• Managing the complete incident lifecycle, including investigation, root cause identification, customer updates, escalation, and final resolution.
• Escalating complex issues according to severity levels, service agreements, and established support processes.
• Monitoring active outages and technical issues through to full service restoration while maintaining service quality standards.
• Creating and updating knowledge base documentation to improve troubleshooting efficiency and team knowledge sharing.
• Identifying opportunities to enhance internal workflows, tools, and support processes through continuous improvement initiatives.
• Ensuring customer information, technical records, and support documentation remain accurate and secure.

Requirements:

The ideal candidate has strong technical support experience, excellent communication skills, and the ability to manage customer issues independently in a remote environment. You should demonstrate:

• Minimum 3 years of experience in technical support or a related technical role.
• Experience providing remote technical support and managing customer-facing incidents.