Bilingual Technical Support Specialist, EV Charging – French/English

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the primary contact for end users by delivering **bilingual support (English and French)** through phone, our main communication channel.

• Work in collaboration with internal support teams to achieve customer SLAs and uphold a high level of satisfaction.

• Provide assistance to end users through various support channels, including chat and email-based ticketing, to ensure a seamless support experience.

• Evaluate OCPP connectivity logs and data to diagnose and rectify technical issues.

• Refer hardware and connectivity challenges to site hosts, partnering closely with our Hardware and Solutions Engineering teams for prompt resolutions.

• Participate in the creation of internal and external documentation in both English and French to facilitate knowledge sharing and self-service.

⛳️ Requirements

• Proficient in English and French — both written and verbal.

• Experienced in providing support to end users via phone, chat, and ticketing platforms such as Zendesk.

• Background in customer or technical support within a dynamic environment.

• Strong analytical and problem-solving abilities, coupled with a commitment to delivering outstanding customer experiences.

• Capable of remaining calm and resourceful in high-pressure situations.

• Effective communicator who can break down complex technical subjects.

• A post-secondary degree in a STEM field is preferred.

• Experience with Zendesk is advantageous.

• Fluency in Spanish is a plus.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• A dynamic and collaborative work environment.

• Flexible work arrangements to support work-life balance.