Bilingual (English/French) Technical Customer Support Agent

About the role

We are looking for a bilingual (English/French) Technical Customer Support Agent to assist Canadian customers with technical issues across email services and marketing campaigns. The role combines hands‑on troubleshooting with high‑quality customer service, allowing you to become a trusted advisor for our clients.

Key responsibilities

• Handle inbound calls and emails in both English and French.
• Troubleshoot technical problems, 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 use of email relay tools.
• Help customers improve email deliverability, list quality, and review tracking/analytics reports.
• Support campaign setup, monitoring, post‑campaign follow‑ups and basic performance 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.
• Comfortable speaking with international clients on the phone.
• Excellent multitasking, organization and a solution‑oriented mindset.
• Ability to ask probing questions and identify root causes.

Required skills

• Experience with ticketing or CRM systems.
• Knowledge of email platforms and relay tools.
• Familiarity with campaign management and reporting tools.
• Understanding of email deliverability and analytics.