Bilingual Technical Customer Support Agent

About the role

We are seeking a bilingual (English/French) Technical Customer Support Agent to assist Canadian customers with technical platforms, email services, and marketing campaigns. This position goes beyond a basic call‑center job, offering the chance to become a trusted technical advisor in a structured, growth‑focused environment.

Key responsibilities

• Handle inbound calls and emails in both English and French.
• Troubleshoot technical issues, guide customers to resolution, and own cases from start to finish.
• Log all interactions accurately in our ticketing system while meeting SLAs and quality standards.
• Assist with email setup, password resets, forwarding, and email relay tools (tracking, analytics, delivery log review).
• Help customers improve email deliverability and list quality.
• Support campaign setup, monitoring, post‑campaign follow‑ups, and basic performance reporting.
• Collaborate with internal technical and operations teams.

Required profile

• Fluent in written and spoken English and French.
• 2–3 years of customer service experience.
• Strong technical troubleshooting ability and comfort speaking with international clients.
• Excellent multitasking, organization, and a solution‑oriented mindset.

Required skills

• Ticketing system usage
• Email platforms
• Campaign tools
• CRM tools (nice to have)

What we offer

• Opportunity to become a trusted technical advisor.
• Structured, measurable environment with growth potential.
• Professional development and collaboration with cross‑functional teams.