YOVU Office Phone

Support Engineer

• Provide friendly, responsive, and professional customer support in English and Québécois French by phone, email, and ticketing system
• Build rapport with clients and understand their issues
• Ask questions, investigate issues, and work toward appropriate solutions
• Translate technical information into clear, practical language
• Take ownership of customer concerns and follow through with updates
• Translate knowledge base articles, setup guides, FAQs, training resources, and other customer-facing documentation into Québécois French
• Review and update bilingual documentation as products, processes, and services evolve
• Learn YOVU's VoIP platform, systems, products, and common customer configurations
• Diagnose and troubleshoot networking, hardware, connectivity, workflow, and integration issues
• Support integrations with Applied Epic, Salesforce, and Microsoft Teams
• Document solutions and learnings in Confluence
• Monitor system alerts and participate in rotating after-hours on-call coverage
• Support French-language client onboarding, training, workflow configuration, technical explanations, and implementation troubleshooting
• Identify recurring customer challenges, document bugs and feature gaps, and share improvement ideas
• Work alongside the onboarding team as a bilingual customer and technical resource
• Help improve products, documentation, and customer experience

Bilingual Customer Support Technician