Bilingual Customer Support Technician at YOVU in London, Ontario

Bilingual Customer Support Technician

Location: London, Ontario

Are you the kind of person who genuinely enjoys helping people, sticks with a problem until it is solved, and can make even a frustrated customer feel heard and supported?

YOVU is looking for a Bilingual Customer Support Technician who is fluent in English and Québécois French and brings a strong customer-service mindset, curiosity, resilience, and a natural ability to solve problems.

You do not need to know everything about telecommunications or our technology on day one. We can teach the technical side. What is harder to teach - and what matters most to us - is the ability to connect with clients, ask great questions, stay calm when something is not working, and tenaciously work toward a solution.

In this role, you will provide bilingual support to business clients, translate and maintain French-language documentation, troubleshoot customer issues, and become an important resource as we continue to grow our presence in Quebec.

Position Details

• Location: London, ON. Initially in-office, transitioning to hybrid. Open to fully remote across Canada for exceptionally qualified candidates, with a company-paid trip to the London office about once a quarter.
• Schedule: Full-time, Monday to Friday, 8:30 AM to 5:00 PM Eastern.
• Compensation: $45,000 to $65,000 annually (based on experience).
• On-call: Rotating after-hours schedule, at most one week per month.

What You’ll Do

Deliver an Excellent Customer Experience

• Provide friendly, responsive, and professional customer support in both English and Québécois French by phone, email, and our ticketing system.
• Build rapport with clients and take the time to understand what they are experiencing not just what they initially think the problem is.
• Ask thoughtful questions, investigate issues, and work through problems until an appropriate solution is identified.
• Translate technical information into clear, practical language that clients can easily understand.
• Take ownership of customer concerns and follow through so clients know what is happening and what comes next.
• Remain calm, patient, and solutions-focused when supporting clients who may be frustrated or experiencing time-sensitive issues.

Translate & Maintain French-Language Content

• Translate knowledge base articles, setup guides, FAQs, training resources, and other customer-facing documentation from English into natural, professional Québécois French.
• Ensure French-language materials communicate the intended meaning rather than simply providing word-for-word translations.
• Review and update bilingual documentation as our products, processes, and services evolve.
• Help ensure Quebec clients receive the same quality and consistency of information and support as all of our clients.

Troubleshoot & Solve Technical Problems

• Learn YOVU's VoIP platform, systems, products, and common customer configurations.
• Diagnose and troubleshoot networking, hardware, connectivity, workflow, and integration issues.
• Support integrations with platforms such as Applied Epic, Salesforce, and Microsoft Teams.
• Work through unfamiliar issues using curiosity, critical thinking, available resources, and support from the broader team.
• Document solutions and learnings in Confluence so that knowledge can be shared across the organization.
• Monitor system alerts and participate in a rotating after-hours on-call schedule of up to one week per month.

Support French-Language Client Onboarding

When a Quebec client joins YOVU, you will work alongside our onboarding team as the bilingual customer and technical resource. This may include:

• Supporting French-language client conversations and training.
• Helping configure workflows and customer solutions.
• Answering questions and translating technical concepts.
• Troubleshooting issues that arise during implementation.
• Helping clients feel confident using their new system.

French-language deployments are not an everyday occurrence. Our onboarding team will continue to lead implementations, with you providing bilingual and technical support when needed.

Help Us Improve

You will have a front-row seat to how clients use our products in the real world. We want you to bring those insights back to the team by:

• Identifying recurring customer challenges.
• Documenting bugs, unusual scenarios, and potential feature gaps.
• Sharing ideas that could make our products, documentation, or customer experience better.

What We're Looking For

Our ideal candidate brings:

• Full professional fluency in spoken and written English and Québécois French. Candidates will complete a French-language assessment as part of the selection process.
• A strong customer-service orientation and genuine interest in helping people.
• Excellent communication skills and the ability to quickly establish rapport and trust with clients.
• Strong problem-solving skills and the tenacity to keep investigating when the answer is not immediately obvious.
• Curiosity and an ability to learn new technology, systems, and processes.
• The ability to explain complicated information in a simple, approachable way.
• Strong attention to detail, particularly when translating or creating customer-facing documentation.
• Comfort working independently while knowing when to collaborate, escalate, or ask for help.
• Accountability and follow-through: when you say you are going to do something, you do it.

Technical Experience

You do not need to be a telecommunications expert to succeed in this role.

Experience with technical support, IT, networking, hardware, SaaS platforms, or business systems is an asset, but we are equally interested in candidates who demonstrate strong technical aptitude and the ability to learn.

You should be comfortable working with technology, asking questions, researching solutions, and learning how systems connect.

Post-secondary education in IT, Computer Science, Business, Communications, or a related field is an asset, as is equivalent hands-on experience.

Nice to Have

Any of the following would be helpful, but they are not required:

• Previous experience in customer support, technical support, helpdesk, SaaS, telecommunications, B2B service, or client onboarding.
• Familiarity with Broker Management Systems such as Applied Epic or CRM platforms such as Salesforce.
• Experience with Microsoft Teams and other Microsoft products.
• Knowledge of networking, cloud communications, VoIP, or hardware configuration.
• Experience translating business or technical documentation between English and French.
• Experience documenting solutions or processes in Confluence.
• Familiarity with data security and compliance standards such as SOC 2 and PIPEDA.
• Working knowledge of Quebec's French-language and privacy requirements, including Law 25 and applicable French-language requirements.

You'll Be a Great Fit If

• Customers matter to you. You want people to leave an interaction feeling that someone listened, cared, and helped
• You are tenacious. A difficult problem makes you more curious, not less.
• You are a natural problem solver. You like figuring out why something is happening and what can be done about it.
• You connect easily with people. You can adjust your communication style depending on the person you are supporting.
• You don't need to know everything on day one. You are comfortable saying, "Let me figure that out," and then actually figuring it out.
• You can make complicated things simple. Whether speaking English or French, you can explain technical information without making someone feel like they need an IT degree to understand you.
• You take ownership. You follow through, communicate updates, and do not assume someone else will pick up the problem.
• You enjoy learning. New technology, unusual customer situations, and unfamiliar problems are opportunities to build your expertise.

About YOVU

We have been doing business phones right since 2011. Our founders left big telecom with a simple conviction: Canadian businesses deserve better.

We work hard and we are committed to building high-quality products. Accountability, ownership, and follow-through matter here. We do it together, with collaboration, respect, and shared purpose guiding how we show up. We are proudly dog-friendly and shoe-free.

Competitive compensation, full health benefits after three months, RRSP matching at one year, and team socials.

Remote team members come into the London office roughly once a quarter for planning, training, and time with the team. We cover travel and accommodation. Beyond that, travel is rare. Occasional client site visits may come up for London-area staff, but this is not a field role.

This posting is for an existing vacancy.

Accessibility: Accommodations are available upon request during the selection process via accessibility.reports@yovu.ca.

AI in our recruitment process: We use AI to handle scheduling and to organize applications. We do not use AI to screen, assess, or select candidates. Every application is reviewed and every decision is made by our people. All tools we use comply with human rights and privacy legislation.