Bilingual HyperCare Consultant supporting French - and English - speaking users across Windows, macOS, and Microsoft 365. Troubleshooting, administering, and securing client environments for CrucialLogics’ managed IT services.
About the role
- Bilingual Product Support Associate supporting Float’s finance-management platform through technical troubleshooting and customer education. Maintaining knowledge systems and improving customer service operations.
Responsibilities
- Deliver product support, product education, and bespoke customer solutions
- Diagnose and resolve technical issues involving Float’s software, integrations, user provisioning, authentication, and web and mobile platforms
- Follow KYB/KYC and other compliance and verification processes
- Investigate unexpected product behaviours and provide timely, accurate resolutions
- Become a business-wide subject-matter expert and respond to internal Slack questions
- Share and reinforce technical product knowledge among colleagues and provide peer feedback
- Classify and track customer issues and resolutions using Zendesk, HubSpot, Linear, and Metabase
- Produce, audit, maintain, and update knowledge base articles, FAQs, and process documentation
- Use AI tools to build, organize, refine, and optimize knowledge content for AI support tools and agents
- Follow support processes, defect escalations, and approval-gated actions
- Identify and propose product, process, and service-delivery improvements to reduce support volume and customer friction
- Represent Product Support in special projects and cross-departmental engagements
Requirements
- Fluent or full professional proficiency in both English and French
- At least 2 years’ proven experience in a technical support, digital customer service, or IT help desk role, or equivalent experience in other customer-facing roles with technological aptitude
- SaaS or Fintech exposure highly preferred but not mandatory
- Experience troubleshooting technical issues, ideally with financial systems such as Xero, QuickBooks, NetSuite, or Sage
- Strong written and verbal communication skills
- Fast typing and ability to summarize and document customer issues clearly and succinctly
- Flexibility to work evenings, weekends, and day shifts
- Dependable and reliable availability
- Excellent judgment and ability to work with urgency
- Proficiency in or willingness to learn AI-powered tools such as ChatGPT, Ada, Zapier MCP, and other workflow automation platforms
- Legally eligible to work in Canada
- Currently residing in Canada
- Able to work a permanent schedule including shifts from 8am to 8pm ET and weekends
- Able to work in the downtown Toronto office 3 days a week
Benefits
- Equity
- Hybrid work arrangement
- Fixed schedule of five consecutive 8-hour shifts within operating hours
- Monday-Friday 9-5 onboarding period
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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