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 platforms, email services, and marketing campaigns. This role goes beyond a basic call‑center position, 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 the 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.
• Maintain accurate campaign data and collaborate with internal tech and operations teams.

Required profile

• Fluent in English and French (verbal and written).
• 2–3 years of customer service experience.
• Strong technical troubleshooting ability.
• Comfortable speaking with international clients over the phone.
• Excellent multitasking, organization, and a solution‑oriented mindset.

Required skills

• Email platform troubleshooting.
• Email relay and deliverability tools.
• Ticketing system usage.
• Campaign setup and monitoring tools.
• Basic analytics and reporting.