Application Support Specialist

TL;DR

Application Support Specialist: Providing technical support to customers for a linguistic project management application with an accent on incident resolution, system improvements, and collaboration with the IT department. Focus on ensuring customer satisfaction and maintaining knowledge base documentation for the FlowFit TBMS product.

Location: Hybrid role requiring residence in Greater Montreal, Canada, with daily office presence for the first three months, then 3 to 4 days per week in the office.

Company

hirify.global Group delivers cutting-edge solutions in translation management, while Consoltec, part of hirify.global, develops the FlowFit linguistic project management application.

What you will do

• Provide technical support to customers via various channels (Jira Service Management, live chat, phone, video calls).
• Resolve technical issues and identify areas for improvement.
• Collaborate with the IT department on projects, new features, and product upgrades for the FlowFit TBMS product.
• Monitor incident resolution, ensure deadlines are met, and inform concerned persons of request status.
• Participate in updating the knowledge base and ensuring compliance with audit, quality, and safety standards.
• Ensure customer satisfaction through effective support and communication.

Requirements

• At least 3 years of B2B customer service experience.
• Expertise in front-line IT support.
• DEC or AEC in computer science, network management, networking and computer security, or other relevant training.
• Strong aptitude for teamwork and excellent organizational skills with ability to manage priorities.
• Excellent analytical and problem-solving skills.
• Perfectly bilingual in English and French.

Nice to have

• Knowledge of the Jira Service Management platform.
• Knowledge of the translation field and translation project management applications (FlowFit, Plunet, XTRF).
• Knowledge of CAT tools (memoQ and Trados).
• Knowledge of MS Azure, SQL server, IIS.

Culture & Benefits

• Competitive salary and professional development with access to international opportunities and career advancement programs.
• Continuous learning, powered by top-tier tools, training resources, and industry expertise.
• Culture emphasizes teamwork, collaboration, and a passion for language technology.
• Dedicated to building a workplace where inclusion is a daily practice, creating a solution-oriented and inclusive environment.
• Commitment to accessibility and inclusive hiring practices.