Bilingual (English/French) Technical Customer Support Agent

About the role

We are looking for a fluent English‑French speaker to join our technical support team and assist Canadian customers across email services, marketing platforms, and related technical environments. In this position you will act as a trusted advisor, guiding users through issues while delivering a high‑quality customer experience.

Key responsibilities

• Handle inbound calls and emails in both English and French.
• Troubleshoot technical problems, guide customers to resolution, and own each case from start to finish.
• Log all interactions accurately in our ticketing system and meet defined SLAs and quality standards.
• Assist with email setup, password resets, forwarding, and email relay tools.
• Help clients improve email deliverability, list quality, and campaign performance.
• Support campaign setup, monitoring, post‑campaign follow‑ups, and basic reporting.
• Collaborate with internal technical and operations teams.

Required profile

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

Required skills

• Experience using ticketing or CRM tools.
• Familiarity with email platforms and campaign management tools.