Customer Support Representative (Canadian French/English)

TL;DR

Customer Support Representative (Canadian French/English): Provide first-line customer support via phone and email, troubleshoot customer and partner issues, and guide partners on platform usage with an accent on resolving technical problems in real time and supporting subscriptions, billing, and account updates. Focus on testing apps across devices/OTT platforms, escalating bugs to support leadership, and meeting performance metrics while working rotating shifts.

Location: Waterloo, Ontario (Hybrid)

Company

hirify.global is a digital platform for underserved sports, combining live and on-demand streaming, original programming, data, and technology.

What you will do

• Deliver timely, friendly, and professional support to customers via phone and email.
• Troubleshoot and resolve customer and partner issues in real time.
• Escalate bugs or technical issues to Customer Support leadership as needed.
• Guide partners in using admin tools, FloHockey software, and other platform features.
• Test and troubleshoot apps across multiple devices and OTT platforms to identify and diagnose issues.
• Maintain and update customer accounts, including subscriptions and billing, following department policies.

Requirements

• Language: Fluent Canadian French (spoken, written, and reading).
• Skilled at adjusting tone and vocabulary to match different customer profiles (formal and informal).
• Minimum 2 years of customer service experience (preferred).
• Available for rotating shifts, including days, evenings, weekends, and holidays.
• Strong verbal and written communication skills and strong problem-solving ability.
• Comfortable using computers and various technical tools.

Culture & Benefits

• Employer-paid benefits including health/medical/vision, life insurance, and disability coverage.
• RRSP with company matching (3%).
• Paid time off: 15 vacation days to begin, plus paid emergency day options and a paid birthday day off.
• Annual equity awards for top performers and a stocked snack bar with catered lunches weekly.
• Supportive team environment with weekly customer support meetings and team-building/social events.