Bilingual Technical Customer Support Agent (English/French)

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. The role involves handling inbound calls and emails, troubleshooting issues, and acting as a trusted technical advisor in a growth‑focused environment.

Key responsibilities

• Handle inbound calls and emails in both English and French.
• Troubleshoot technical issues, guide customers to resolution, and take full ownership of cases.
• Log all interactions accurately in the ticketing system and meet SLAs and quality standards.
• Assist with email setup, password resets, forwarding, and email relay tools.
• Help customers improve email deliverability, list quality, and review delivery logs.
• Support campaign setup, monitoring, post‑campaign follow‑ups, and basic performance reporting.
• Collaborate with internal technical 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 on the phone.
• Excellent multitasking and organization skills.
• Professional, friendly, and solution‑oriented mindset.

Required skills

• Email platform configuration and troubleshooting.
• Email deliverability analysis and list quality improvement.
• Ticketing system operation.
• CRM tool usage.
• Campaign monitoring and basic performance reporting.