Technical Support Specialist, English/French Bilingual

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

📋 Description

• Act as the main contact for customer technical issues received via phone, email, or other communication channels.

• Assess, document, and resolve incidents utilizing knowledge articles, while escalating unresolved matters according to severity levels and SLA standards.

• Oversee the complete incident resolution process, including identifying root causes, maintaining clear communication with customers, and escalating to the appropriate functions when necessary.

• Develop and update knowledge articles for issues that have not yet been documented in the knowledge base.

• Monitor ongoing outages and issues until full service restoration, ensuring that performance metrics are achieved.

• Recognize and suggest improvements to internal workflows and support processes to facilitate continuous enhancement.

⛳️ Requirements

• At least 3 years of experience in a technical support or similar technical position.

• Experience in a remote technical support setting.

• Proficient understanding of communication networks and RF trunking systems.

• Familiarity with Windows and Google Workspace environments.

• Knowledge of Information Security principles and best practices.

• Excellent troubleshooting, problem-solving, and analytical capabilities.

• Strong verbal and written communication skills in both English and French, with the ability to convey technical concepts to non-technical individuals.

• Ability to work autonomously, prioritize multiple tasks effectively, and meet deadlines with minimal supervision.

• Detail-oriented with a commitment to maintaining data accuracy and security.

🏝️ Benefits

• Technical support

• Collaborate with a talented technical team

• Engage effectively with customers

• Opportunities for career advancement