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Bilingue (anglais/français) Agent ou agente,… at Jobgether · La…
Skills
Job Description
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.
Accountabilities
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
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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