Description
Full job description
We succeed when our employees succeed. Through coaching, feedback, collaboration, and continued development, we work to create an environment where team members feel supported, valued, and prepared to deliver their best.
Job Description:
As a Bilingual Technical Support
In this role, you will investigate technical problems, diagnose software and hardware issues, and guide both residential and business customers through clear and effective resolutions. Support is provided through phone, chat, and tickets, with a focus on professionalism, accurate documentation, and excellent customer service.
As a Bilingual Technical Support Representative supporting multiple campaigns
Hours of Operation:
Our department operates 24/7, 365 days a year and this role requires flexibility with scheduling. Shifts may include mornings, evenings, overnights, weekends, and holidays based on business needs. Candidates must be comfortable with rotating schedules and have full availability to meet the scheduling needs of the department.
Wage: $19.50
Main Duties and Responsibilities:
- Monitor Zendesk, our ticketing system for new requests, chats, and follow-ups.
- Respond to customer inquiries within established service level timeframes in both English and French.
- Troubleshoot software and hardware issues for Windows and Mac environments.
- Provide break/fix and remote support, including installation, configuration, and connectivity troubleshooting.
- Assist with SaaS administration including Microsoft 365, Google Workspace, and similar platforms.
- Escalate complex issues to vendors when required (Microsoft, Google, etc.).
- Document all cases accurately in line with service delivery standards.
- Assist with license adjustments, order entries, and discount applications as needed.
- Communicate clearly and professionally across all support channels.
- Handle multiple tickets, chats, and calls efficiently while maintaining quality and accuracy.
The Ideal Candidate Will Have:
- Fluency in both Canadian English and French (Quebec or New Brunswick French preferred).
- Strong technical background and troubleshooting skills for desktop, network, and SaaS environments.
- Excellent written and verbal communication skills in both languages.
- Experience supporting Windows, macOS, and peripheral devices (printers, routers, IoT).
- Familiarity with SaaS and cloud platforms (Microsoft 365, Google Workspace).
- Strong organizational and multitasking skills in a high-volume environment.
- Ability to work independently and take ownership of assigned cases.
- Flexibility to work rotating shifts, including evenings, overnights, weekends, and holidays.
- A positive, team-oriented attitude and commitment to exceptional service.
Website:
www.dependableit.com
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