Bilingual Technical Customer Support Agent (English/French)

About the role

We are looking for a fluent English‑French speaker to join our technical support team. In this position you will act as a trusted advisor for Canadian customers, handling inbound inquiries across email services, marketing platforms, and other technical solutions.

Key responsibilities

• Answer 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 the ticketing system and meet SLA and quality standards.
• Assist with email setup, password resets, forwarding, and deliverability improvements.
• Support clients using email relay tools, tracking, analytics, and delivery logs.
• Help with campaign setup, monitoring, post‑campaign follow‑ups, and basic performance reporting.
• Collaborate with internal technical and operations teams to ensure seamless service.

Required profile

• Fluent verbal and written 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

• Experience with ticketing systems or CRM tools.
• Knowledge of email platforms and campaign management tools.
• Ability to analyze email deliverability and list quality metrics.