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 supporting Tango Analytics' enterprise IWMS/SaaS customers. Resolving L1/L2 tickets, troubleshooting integrations, and partnering with Engineering and Product.
Responsibilities
- Serve as the first point of contact for inbound customer requests across email, portal, and chat
- Triage, categorize, and prioritize tickets by severity and SLA
- Resolve common issues using the knowledge base, macros, and standard operating procedures
- Gather customer information and reproduce reported issues where possible
- Maintain accurate ticket status, notes, and tags
- Communicate clearly with customers throughout the ticket lifecycle
- Meet response and resolution SLA targets
- Escalate issues outside L1 scope with full, reproducible context
- Own complex and escalated tickets through resolution
- Investigate application, configuration, data, and integration issues, including SSO/SAML, SFTP, reporting, and user access
- Reproduce, diagnose, and document root causes; apply fixes or workarounds
- Partner with Engineering and Product on suspected defects and provide reproducible bug reports
- Handle higher-priority and time-sensitive incidents
- Create and update knowledge base content
- Support and mentor L1 teammates on recurring problem areas
- Set and manage customer expectations regarding timelines, next steps, and follow-through
- Represent the customer voice to Product and Engineering
- Follow support processes and SLAs while identifying gaps and friction
- Contribute to macros, templates, and SOPs
- Turn recurring ticket drivers into documentation and self-service content
Requirements
- 1+ years in a customer-facing technical or SaaS support role
- Excellent written English and clear, professional communication
- Strong troubleshooting and problem-solving skills
- Ability to learn a complex enterprise product
- Experience with a ticketing platform; Freshdesk preferred, or Zendesk, Jira Service Management, or equivalent
- Organized and detail-oriented, with ability to manage multiple open tickets against SLAs
- Comfortable working scheduled shifts to support coverage across time zones
- For L2 / Senior candidates: 3+ years in technical support or a comparable technical role
- For L2 / Senior candidates: Comfort investigating integrations, data, logs, and application configuration
- For L2 / Senior candidates: Familiarity with APIs, SSO/authentication, file transfer (SFTP/SSH), and/or SQL
- For L2 / Senior candidates: Experience writing customer-facing and internal documentation
- Nice to have: Experience supporting enterprise B2B software
- Nice to have: Exposure to IWMS, real estate, workplace management, facilities, lease accounting, energy, or sustainability platforms
- Nice to have: Familiarity with reporting or BI tools
- Nice to have: Applied use of AI or automation tooling in a support context
Benefits
- Health, dental, and vision insurance
- 401(k) plan with company match
- Generous paid time off
- Fully remote work arrangement
- Inclusive and collaborative culture
- Equal opportunity employment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Technical Support Specialist supporting Tango Analytics’ enterprise IWMS/SaaS customers. Troubleshooting tickets, integrations, configurations, and incidents across L1 and L2 support.
Technical Customer Support Advocate resolving complex issues for Procurify’s agentic procurement platform. Building AI - powered documentation, automations, integrations, and customer configurations.
Global Delivery Manager leading delivery pods and SaaS implementations for insurance carriers. Coordinating resources, integrations, upgrades, and scalable customer deployments.
Enterprise Architect shaping Best Buy Canada's technology strategy, architecture governance, and roadmaps. Guiding retail product and engineering teams toward scalable enterprise solutions.
Sun Life enterprise architecture director shaping core - platform strategy, roadmaps, governance, and modernization. Integrating cloud, infrastructure, security, application platforms, and technology investments.
Director leading RPA and intelligent automation architecture at Sun Life, a financial services company. Defining enterprise platforms, governance, roadmaps, and AI - enabled business process automation.
Sun Life enterprise architect leading cloud modernization and AI - enabled automation. Defining architectures, migration roadmaps, and governance across infrastructure and platform technologies.
Senior IT/Telecom Manager leading engineering teams and strategic technology initiatives for CBC/Radio - Canada, Canada’s public broadcaster. Managing infrastructure, projects, procurement and technical standards.
IT Specialist supporting Mac devices, onboarding, inventory, and internal IT operations. Helping Jane’s clinic - management SaaS team streamline support and serve thousands of healthcare businesses.