Analyste soutien technique résolvant les incidents SQL, Java et intégrations pour le logiciel infonuagique de Tecsys. Soutien aux hôpitaux, pharmacies et distributeurs grâce au diagnostic et à la collaboration interne.
About the role
- Bilingual Customer Support Technician supporting YOVU’s Canadian business-phone customers. Troubleshooting VoIP systems, translating Québécois French documentation, and assisting Quebec client onboarding.
Responsibilities
- Provide friendly, responsive, and professional customer support in English and Québécois French by phone, email, and ticketing system
- Build rapport with clients and understand their issues
- Ask questions, investigate issues, and work toward appropriate solutions
- Translate technical information into clear, practical language
- Take ownership of customer concerns and follow through with updates
- Translate knowledge base articles, setup guides, FAQs, training resources, and other customer-facing documentation into Québécois French
- Review and update bilingual documentation as products, processes, and services evolve
- Learn YOVU's VoIP platform, systems, products, and common customer configurations
- Diagnose and troubleshoot networking, hardware, connectivity, workflow, and integration issues
- Support integrations with Applied Epic, Salesforce, and Microsoft Teams
- Document solutions and learnings in Confluence
- Monitor system alerts and participate in rotating after-hours on-call coverage
- Support French-language client onboarding, training, workflow configuration, technical explanations, and implementation troubleshooting
- Identify recurring customer challenges, document bugs and feature gaps, and share improvement ideas
- Work alongside the onboarding team as a bilingual customer and technical resource
- Help improve products, documentation, and customer experience
Requirements
- Full professional fluency in spoken and written English and Québécois French
- French-language assessment as part of the selection process
- Strong customer-service orientation
- Excellent communication skills and ability to establish rapport and trust with clients
- Strong problem-solving skills and tenacity
- Curiosity and ability to learn new technology, systems, and processes
- Ability to explain complicated information simply
- Strong attention to detail, particularly when translating or creating customer-facing documentation
- Comfort working independently and knowing when to collaborate, escalate, or ask for help
- Accountability and follow-through
- Experience with technical support, IT, networking, hardware, SaaS platforms, or business systems is an asset
- Comfort working with technology, asking questions, researching solutions, and learning how systems connect
- Post-secondary education in IT, Computer Science, Business, Communications, or a related field is an asset, as is equivalent hands-on experience
- Previous experience in customer support, technical support, helpdesk, SaaS, telecommunications, B2B service, or client onboarding is helpful but not required
- Familiarity with Applied Epic or Salesforce is helpful
- Experience with Microsoft Teams and other Microsoft products is helpful
- Knowledge of networking, cloud communications, VoIP, or hardware configuration is helpful
- Experience translating business or technical documentation between English and French is helpful
- Experience documenting solutions or processes in Confluence is helpful
- Familiarity with SOC 2 and PIPEDA is helpful
- Working knowledge of Quebec's French-language and privacy requirements, including Law 25, is helpful
- Open to fully remote across Canada for exceptionally qualified candidates
- Full-time availability Monday to Friday, 8:30 AM to 5:00 PM Eastern
- Participation in a rotating after-hours on-call schedule, at most one week per month
Benefits
- Full health benefits after three months
- RRSP matching at one year
- Team socials
- Company-paid travel and accommodation for remote team members visiting the London office roughly once a quarter
- Remote team members come into the London office roughly once a quarter for planning, training, and time with the team
- Accessibility accommodations available upon request during the selection process
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