Technical Support & Customer Service Specialist

Technical Support & Customer Service Specialist

I’m Frédérique Tahon, Recruitment Director at FED IT, specialized in IT placements. I’m excited to present an opportunity with a leading Canadian immersive technology company, redefining the way audiences experience entertainment around the world.

Reporting to the Technical Support Manager, you’ll provide exceptional technical and customer support to international clients.

• Providing technical assistance via phone and email to clients (institutional, commercial, and consumer).
• Managing technical escalations with engineering and ensuring full resolution.
• Accurately documenting support cases in internal systems.
• Supporting process improvement and customer experience initiatives.
• Assisting occasionally with client installations or on-site support.
• Contributing to special projects to enhance service quality and tools.
• Ensuring high customer satisfaction with quick, professional, and empathetic service.

You’re a tech-savvy, service-oriented problem solver who enjoys helping clients and finding creative solutions in a fast-paced, international setting.

• College diploma in electronics, IT, or equivalent experience.
• Minimum 2 years in technical support and customer service.
• Excellent command of French and English (Spanish or Portuguese is an asset).
• Basic networking knowledge (DHCP, VPN, DNS) and remote support tools (Team Viewer, Log Me In , RDP).
• Strong working knowledge of Windows and Microsoft Office.
• Analytical mindset, autonomy, and strong sense of ownership.
• Great communication and interpersonal skills.
• Willingness to be part of an on-call rotation and collaborate within a small, dynamic team.

Permanent, full-time position based in Longueuil (hybrid schedule: 2 days on-site).

Day shift, Monday to Friday (8am-6pm).

On-call rotation one week every 5-6 weeks (with compensation).

Competitive salary, based on experience.

Comprehensive benefits package including:

• Group insurance (50% employer-paid after 3 months).
• Telemedicine program (Dialogue).
• Vacation + 3 personal days.
• Paid holiday closure period.
• Wellness allowance ($225/year).