Bilingual Customer Support Technician

YOVU Office Phone

. Provide friendly, responsive, and professional customer support in English and Québécois French by phone, email, and ticketing system .

Posted 10/2/2026full-timeLondon • CanadaMid-LevelSenior💰 CA$45,000 - CA$65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates full professional fluency in English and Québécois French, with strong customer service orientation and problem-solving skills. Capable of translating technical information and documentation while providing effective support for VoIP systems and integrations.

Highest-signal resume keywords

Bilingual Customer SupportTechnical Support ExperienceFluency in English and Québécois FrenchDocumentation in ConfluenceKnowledge of Networking and VoIP

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportNetworkingVoIPSaaS PlatformsDocumentation TranslationCustomer OnboardingTroubleshootingCloud CommunicationsHardware ConfigurationBusiness Systems

Soft Skills

Customer-Service OrientationExcellent Communication SkillsAttention to DetailProblem-Solving SkillsCuriosity and Learning Ability

Tools & Technologies

Applied EpicSalesforceMicrosoft TeamsConfluenceTicketing System

Industry Keywords

B2B ServiceTelecommunicationsSOC 2PIPEDALaw 25

Tech Stack

Tools & technologies

CloudVoIP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Full professional fluency in spoken and written English and Québécois French
French-language assessment as part of the selection process
Strong customer-service orientation
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 simply
Strong attention to detail, particularly when translating or creating customer-facing documentation
Comfort working independently and knowing when to collaborate, escalate, or ask for help
Accountability and follow-through
Experience with technical support, IT, networking, hardware, SaaS platforms, or business systems is an asset
Comfort 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
Previous experience in customer support, technical support, helpdesk, SaaS, telecommunications, B2B service, or client onboarding is helpful but not required
Familiarity with Applied Epic or Salesforce is helpful
Experience with Microsoft Teams and other Microsoft products is helpful
Knowledge of networking, cloud communications, VoIP, or hardware configuration is helpful
Experience translating business or technical documentation between English and French is helpful
Experience documenting solutions or processes in Confluence is helpful
Familiarity with SOC 2 and PIPEDA is helpful
Working knowledge of Quebec's French-language and privacy requirements, including Law 25, is helpful
Open to fully remote across Canada for exceptionally qualified candidates
Full-time availability Monday to Friday, 8:30 AM to 5:00 PM Eastern
Participation in a rotating after-hours on-call schedule, at most one week per month

Benefits

Comp & perks

Full health benefits after three months
RRSP matching at one year
Team socials
Company-paid travel and accommodation for remote team members visiting the London office roughly once a quarter
Remote team members come into the London office roughly once a quarter for planning, training, and time with the team
Accessibility accommodations available upon request during the selection process