Bilingual Customer Support Technician

Are you the kind of person who genuinely enjoys helping people, sticks with a problem until it is solved, and can make even a frustrated customer feel heard and supported?

YOVU is looking for a Bilingual Customer Support Technician who is fluent in English and Québécois French and brings a strong customer-service mindset, curiosity, resilience, and a natural ability to solve problems.

You do not need to know everything about telecommunications or our technology on day one. We can teach the technical side. What is harder to teach - and what matters most to us - is the ability to connect with clients, ask great questions, stay calm when something is not working, and tenaciously work toward a solution.

In this role, you will provide bilingual support to business clients, translate and maintain French-language documentation, troubleshoot customer issues, and become an important resource as we continue to grow our presence in Quebec.

• Location:
  
  London, ON. Initially in-office, transitioning to hybrid. Open to fully remote across Canada for exceptionally qualified candidates, with a company-paid trip to the London office about once a quarter.
• Schedule:
  
  Full-time, Monday to Friday, 8:30 AM to 5:00 PM Eastern.
• Compensation: $45,000 to $65,000 annually (based on experience).
• On-call:
  Rotating after-hours schedule, at most one week per month.

• Provide friendly, responsive, and professional customer support in both English and Québécois French by phone, email, and our ticketing system.
• Build rapport with clients and take the time to understand what they are experiencing not just what they initially think the problem is.
• Ask thoughtful questions, investigate issues, and work through problems until an appropriate solution is identified.
• Translate technical information into clear, practical language that clients can easily understand.
• Take ownership of customer concerns and follow through so clients know what is happening and what comes next.
• Remain calm, patient, and solutions-focused when supporting clients who may be frustrated or experiencing time-sensitive issues.

• Translate knowledge base articles, setup guides, FAQs, training resources, and other customer-facing documentation from English into natural, professional Québécois French.
• Ensure French-language materials communicate the intended meaning rather than simply providing word-for-word translations.
• Review and update bilingual documentation as our products, processes, and services evolve.
• Help ensure Quebec clients receive the same quality and consistency of information and support as all of our clients.

• Learn YOVU's VoIP platform, systems, products, and common customer configurations.
• Diagnose and troubleshoot networking, hardware, connectivity, workflow, and integration issues.
• Support integrations with platforms such as Applied Epic, Salesforce, and Microsoft Teams.
• Work through unfamiliar issues using curiosity, critical thinking, available resources, and support from the broader team.
• Document solutions and learnings in Confluence so that knowledge can be shared across the organization.
• Monitor system alerts and participate in a rotating after-hours on-call schedule of up to one week per month.

When a Quebec client joins YOVU, you will work alongside our onboarding team as the bilingual customer and technical resource. This may include:

• Supporting French-language client conversations and training.
• Helping configure workflows and customer solutions.
• Answering questions and translating technical concepts.
• Troubleshooting issues that arise during implementation.
• Helping…