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About the Role
YOVU is seeking a Bilingual Customer Support Technician fluent in English and Québécois French. This role focuses on providing excellent customer service, troubleshooting technical issues, and supporting French-language client onboarding. The ideal candidate possesses strong customer-service skills, resilience, and a natural problem-solving ability, with a willingness to learn the technical aspects of the role.
Responsibilities
- Provide bilingual support to business clients in English and Québécois French via phone, email, and ticketing system.
- Translate technical information into clear, practical language for clients.
- Diagnose and troubleshoot networking, hardware, connectivity, workflow, and integration issues.
- Support integrations with platforms such as Applied Epic, Salesforce, and Microsoft Teams.
- Translate knowledge base articles, setup guides, FAQs, and other customer-facing documentation from English into Québécois French.
- Review and update bilingual documentation as products, processes, and services evolve.
- Provide bilingual customer and technical support during French-language client onboarding, including conversations, training, and configuration.
- Identify recurring customer challenges, document bugs, and suggest product or process improvements.
- Monitor system alerts and participate in a rotating after-hours on-call schedule.
Requirements
- Full professional fluency in spoken and written English and Québécois French.
- Strong customer-service orientation and genuine interest in helping people.
- Excellent communication skills and ability to establish rapport and trust with clients.
- Strong problem-solving skills and tenacity.
- Curiosity and ability to learn new technology, systems, and processes.
- Ability to explain complicated information in a simple, approachable way.
- Strong attention to detail, particularly in translation and documentation.
- Comfort working independently while knowing when to collaborate, escalate, or ask for help.
- Accountability and follow-through.
- Comfort working with technology, asking questions, researching solutions, and learning how systems connect.
Skills
- Customer Support
- Technical Support
- Problem-Solving
- Communication
- Attention to Detail
- Translation (English to Québécois French)
- Documentation
- Troubleshooting
- Microsoft Teams
- Salesforce
- Applied Epic
- Networking
- VoIP
- Hardware Configuration
- Confluence
- SOC 2
- PIPEDA
- Law 25
Location
- London, ON (Initially in-office, transitioning to hybrid)
- Fully remote across Canada (for exceptionally qualified candidates)
Work Type
- Full-time
- Hybrid
- Remote
Experience Level
- Based on experience
Education Level
- Post-secondary education in IT, Computer Science, Business, Communications, or a related field is an asset.
- Equivalent hands-on experience is also considered.
Salary/Compensations
- $45,000 to $65,000 annually
Benefits
- Competitive compensation
- Full health benefits after three months
- RRSP matching at one year
- Team socials
- Company-paid trip to the London office about once a quarter for remote team members
About the Company
- YOVU has been providing business phone services since 2011, aiming to offer Canadian businesses better solutions.
- The company emphasizes high-quality products, accountability, ownership, follow-through, collaboration, respect, and shared purpose.
- YOVU is proudly dog-friendly and shoe-free.
Equal Opportunity
- Accommodations are available upon request during the selection process via accessibility.reports@yovu.ca.
- AI is used for scheduling and organizing applications, but not for screening, assessing, or selecting candidates.
- All applications are reviewed by people, and all decisions are made by people.
- All recruitment tools comply with human rights and privacy legislation.