TL;DR

French Bilingual Product Support Analyst (Customer Support): Provide technical troubleshooting and support for %hirify_global%'s learning platform, acting as escalation point and collaborating across teams. Focus on diagnosing complex issues, client communication, and maintaining high-quality support documentation.

Location: Remote

Salary: $55,000–$65,000 CAD annually

Company

%hirify_global% is a cloud company modernizing education and building the Future of Work by delivering innovative learning environments and solutions globally.

What you will do

Analyze and troubleshoot technical issues reported by clients using various communication channels.
Replicate, diagnose, and resolve problems while documenting cases within service level objectives.
Create and update support documentation including FAQs and knowledge base articles.
Collaborate with internal teams to identify root causes and improve product functionality.
Participate in shift rotations including evenings and weekends based on Eastern Time.
Act as escalation point for client technical teams and provide world-class support experience.

Requirements

Fluency in English and French is required
Bachelor's degree in Computer Science or equivalent technical experience.
Strong analytical, problem-solving, and communication skills.
Experience with SQL and knowledge of web services, Microsoft technologies, and diagnostic tools.
Ability to work independently and collaboratively in a fast-paced environment.
Availability to work shifts including evenings and weekends in Eastern Time zone.

Nice to have

Experience with LMS platforms, Salesforce, or helpdesk environments.
Customer service experience.

Culture & Benefits

Flexible work arrangements and remote work.
Learning and growth opportunities with tuition reimbursement.
Employee wellbeing programs including mental health services and financial planning.
Competitive benefits package and retirement planning.
Paid volunteer days and social events.
Dog-friendly offices in multiple locations.