Technical Support Team Lead guiding six specialists for a 24/7 B2B SaaS platform serving hospitality and transportation operations. Owning escalations, KPIs, incidents, and support tooling.
About the role
- Bilingual Technical Support Specialist troubleshooting YOVU’s VoIP platform for Canadian business clients. Translating technical content and supporting French-language Quebec deployments.
Responsibilities
- Provide technical support via phone, email, and ticketing system for the VoIP platform
- Diagnose and troubleshoot networking, hardware, and API integration issues for business clients
- Support insurance brokerages, car dealerships, and medical clinics
- Document technical findings in Confluence
- Monitor system alerts
- Participate in a rotating after-hours on-call schedule of at most one week per month
- Translate knowledge base articles, setup guides, and FAQs from English into technical Québécois French
- Keep bilingual documentation current as the product changes
- Support French-language Quebec deployments by configuring workflows, delivering training, and answering technical questions
- Provide French-language technical expertise to onboarding projects
- Report bugs, feature gaps, and edge cases to the product team
Requirements
- Complete written and spoken fluency in English and technical Québécois French
- French-language assessment as part of the interview process
- Solid foundation in networking, cloud communications, and hardware setup, including desk phones and mobile apps
- Post-secondary education in IT or Computer Science, or equivalent hands-on experience
- Familiarity with Broker Management Systems such as Applied Epic or CRMs such as Salesforce
- Knowledge of data security and compliance standards, including SOC2, PIPEDA, and E&O defensibility
- Working knowledge of Quebec's Law 25 and Bill 96 as they apply to French-language commercial documentation and privacy
- Experience documenting technical solutions in Confluence
- 3+ years in technical support, IT helpdesk, NOC, field service, or B2B client onboarding
Benefits
- Full health benefits after three months
- RRSP matching at one year
- Team socials
- Remote team members come into the London office roughly once a quarter for planning, training, and time with the team; travel and accommodation covered
- Flexible hybrid/remote arrangement for exceptionally qualified candidates across Canada
- Company-paid trips to the London office about once a quarter for fully remote employees
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