Bilingual Support Technician (English/French)

About the role

We are looking for a bilingual Support Technician (English/French) to join our Operations team. In this role you will deliver high‑quality technical assistance to Softworks customers, ensuring issues are resolved quickly and efficiently.

Key responsibilities

• Provide technical support via the support portal, email, and telephone.
• Log, assess, prioritize and manage support queries in line with SLAs.
• Analyse customer issues, reproduce problems and develop clear action plans.
• Troubleshoot software, configuration, data and integration‑related problems using internal tools and documentation.
• Document findings, steps taken and outcomes for each case.
• Escalate complex issues with detailed technical information to relevant teams.
• Collaborate with Development, Projects and Customer Success to resolve issues and improve the product.
• Contribute to knowledge‑base development, testing and other technical projects.

Required profile

• 3rd level degree in Computer Science, IT, Software Engineering or equivalent practical experience.
• Fluency in both English and French, with excellent written and verbal communication skills.
• Strong analytical and technical troubleshooting abilities.
• Experience supporting business software, SaaS platforms or enterprise systems.

Required skills

• Technical troubleshooting.
• Issue analysis and reproduction.
• Use of diagnostic and internal support tools.
• Customer communication in English and French.