Technical Support Analyst - French speaking

Location: Victoria

Technical Support Analyst (French Speaking)
Victoria, BC (3 days on-site)

About the Client
Our client is a leading Software-as-a-Service (SaaS) provider for the general insurance sector. As an established global firm, they have grown exponentially over the past two decades. Today, their solutions power businesses for tens of thousands of users across dozens of countries, managing billions of dollars in transactions annually. By working closely with brokers, insurers, and managing general agents (MGAs), they have significantly shaped the modern insurance technology landscape.

In recent years, they successfully launched their platform in Canada, creating exciting opportunities for growth in a new marketplace. Their Canadian head office is based in British Columbia.

Our client invests heavily in recruiting, developing, and promoting talent. With them, you will:

Work with a talented, motivated, and friendly group of like-minded colleagues.

Learn how to combine innovation and technology to create new business models under the guidance of an experienced leadership team with backgrounds at top-tier global management consultancies.

Be supported and encouraged to develop your skills and knowledge through structured training and coaching from experienced colleagues.

Receive written, constructive performance feedback and encouragement every quarter to actively support your ongoing professional growth.

Be given real responsibility for your own projects as soon as you are ready.

Why Join the Team?
Centrally located office in British Columbia, featuring an outdoor patio and quick access to fitness facilities.

Competitive salary and annual performance-based reviews.

20 paid holiday days each year.

100% employer-paid benefits after three months on the job.

Eligibility to participate in annual bonus and company share incentive schemes depending on performance and seniority.

Hybrid work schedule: work from home up to 3 days per week (reverts to full-time in-office during the initial probationary period).

The Position
As a Technical Support Analyst - French Speaking, you will support our client's growth in an expanding business area. Over the last few years, they have successfully scaled their Canadian operations and are now expanding further into the French-Canadian market. You will receive structured targets, regular feedback, and an annual performance review, following a clearly defined career path that recognizes personal development and contribution to the company.

Key Responsibilities:

Solve system user problems and resolve customer questions and issues.

Work primarily in English initially, with a growing proportion of work conducted in French to support French-speaking clients.

Solve challenging technical problems using a structured and logical approach.

Help Canadian clients understand the options and possibilities for utilizing a highly configurable and complex insurance platform.

Identify and gather ideas for new functionality and services.

Visit customers to identify opportunities for improved use of the core platform.

Support other teams in testing new software releases.

Demonstrate application functionality and technical solutions to clients.

Take early responsibility for discrete projects with structured feedback provided three times a year.

Training & Development
Our client believes that a blend of internal and external training allows colleagues to develop well-rounded skills:

New joiners receive concentrated initial training and close mentoring.

Colleagues are encouraged to complete industry-standard training in relevant topics.

Senior colleagues can select specialized courses with dedicated time set aside and fully funded by the company.

The management team runs regular training sessions to pass on experience and best practices.

Compensation:
The annual salary for this position is $57,150.00 and will increase to $60,750.00 upon successful completion of the probationary period.

Candidate Profile
An aptitude for applying technology and structured problem-solving.

An ability to work well within teams and learn quickly.

Computer literate (e.g., Word, Outlook, Excel) and capable of mastering new technical concepts.

Fluent in both French and English.

Excellent communication skills.

Enthusiastic about providing quality customer service.

Logical, well-organized, and practical.

Confident and eager to take on responsibility.

Preferred (but not required) Attributes:

A background in Science, Technology, Engineering, or Math (STEM).

Prior experience in a customer service role (e.g., help desk, hospitality, retail, or food service).

Next Steps
If you are a great fit for our client's team, the recruitment process typically proceeds as follows:

A member of the recruitment team will reach out to schedule a 30-minute online assessment.

A People Operations representative will schedule an introductory call.

You will be invited to participate in two case-study style interviews.

You will meet with the Global Head of Customer Support.

References will be contacted, followed by an…