Bilingual French - English Help Desk Analyst supporting legal and professional services firms’ IT users. Troubleshooting hardware, software, network, and access issues through phone, email, chat, and remote tools.
About the role
- Technical Support Specialist resolving client issues for Absorb’s AI-driven learning platform. Investigating technical problems and delivering solutions through phone, chat, email, and ticketing systems.
Responsibilities
- Provide high-quality technical and best-in-class support for Absorb platform clients
- Resolve issues through phone, chat, and email in a fast-paced environment
- Engage clients and provide clear internal and client-facing communications
- Conduct investigations and aid in quick issue resolution
- Troubleshoot and perform in-depth investigations to determine root causes of client and feature issues
- Determine next steps and deliver solutions based on client needs and concerns
- Manage customer expectations regarding estimated response times for issue resolution
- Research and document customer technical issues extensively
- Act as the client advocate and voice while representing the company clearly and professionally
- Use a support ticket tracking system, desktop sharing, phone, and chat to address client needs worldwide
Requirements
- 3+ years’ experience in a technical support position, ideally in a SaaS environment, OR in client-facing roles such as customer service, food and beverage, or airlines
- Basic understanding of core web components
- Exceptional attention to detail
- Proven time-management capabilities
- Excellent written and verbal communication and active listening skills
- Ability to grasp technical concepts and explain them in simple terms
- Previous LMS/E-Learning experience preferred
- Technical documentation experience preferred
- Zendesk, MSSQL, Jira, and Confluence experience preferred
- Previous experience working with remote teams preferred
- Fluency in other languages is a bonus but not required
- Must be able to show proof of legal eligibility to work in the country applied to without sponsorship
- Successful candidates are subject to pre-employment background screening, including a criminal record check
Benefits
- Fully remote-first work with flexible work arrangements
- Comprehensive Health and Wellness Benefits including retirement savings programs
- Eligibility for two different bonus plans
- Generous time off
- Comprehensive medical and dental benefits based on your country of location
- New Hire Equipment Allowance
- Monthly Flex Allowance
- Endless opportunity for career growth and internal mobility
- Employee driven DE&I programs
Job title
Job type
Experience level
Salary
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Degree requirement
No Education Requirement
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