Bilingue (anglais/français) Agent ou agente, Soutien technique à la clientèle

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Bilingue (anglais/français) Agent ou agente, Soutien technique à la clientèle in Canada.

This role sits within a dynamic, service-oriented environment supporting a large-scale digital health and employee wellbeing platform used by millions of users worldwide. You will act as a key technical support resource (Level 1 & 2), diagnosing, investigating, and resolving application and service-related issues. Beyond troubleshooting, you will serve as the “voice of the customer,” ensuring user concerns are understood, prioritized, and addressed effectively. The position blends technical analysis, problem-solving, and customer empathy in a fast-paced, SLA-driven environment. You will collaborate closely with product and engineering teams to improve system performance and user experience. This is not a standard helpdesk role — it requires curiosity, ownership, and a strong commitment to user success.

In this role, you will provide end-to-end technical and application support while ensuring high-quality service delivery in a fast-moving environment.

• Investigate, diagnose, and resolve Level 1 and Level 2 technical and application issues, ensuring timely resolution aligned with SLAs
• Understand business requirements, design test scenarios, and validate software changes through structured testing
• Prioritize and manage multiple support tickets while maintaining quality and meeting strict deadlines
• Document issues, solutions, and knowledge articles to strengthen team knowledge management practices
• Identify process gaps and recommend improvements to enhance operational efficiency
• Participate in special projects and new system implementations as required
• Apply best practices, including peer review standards and data privacy compliance
• Collaborate with internal engineering and product teams to escalate and resolve complex issues

Requirements

The ideal candidate combines strong technical troubleshooting abilities with empathy, communication skills, and a customer-first mindset.

• 3–5 years of experience in technical support or application support in a client-focused environment
• Bilingual proficiency in English and French, with the ability to provide high-quality support in both languages
• Strong ability to thrive in SLA-driven environments with high ticket volumes and competing priorities
• Excellent analytical and investigative mindset with a “detective” approach to problem-solving
• Ability to translate complex technical concepts into clear, simple instructions for non-technical users
• Strong active listening skills and emotional intelligence, especially when handling frustrated users
• Proven ability to take ownership of issues until full resolution
• Adaptability in fast-changing environments and openness to continuous learning
• Excellent written and verbal communication skills, with a professional and empathetic tone
• College or university degree in IT, business, or a related field, or equivalent experience

Benefits

• Remote-friendly work environment (depending on team requirements)
• Opportunity to support a meaningful platform improving access to mental, physical, and financial wellbeing services
• Exposure to large-scale digital health technologies and international users
• Collaborative and innovation-driven team culture
• Continuous learning and professional development opportunities
• Participation in impactful projects and product improvements
• Inclusive workplace focused on diversity, equity, and accessibility