Job Description

We are seeking a bilingual Customer Support Specialist fluent in both English and French-Canadian to join a growing customer support team supporting warranty claims, general inquiries, and customer assistance across phone, email, and chat channels.

This is a fully remote opportunity for candidates with excellent communication skills, strong customer service experience, and authentic French-Canadian fluency, including familiarity with Quebecois expressions and conversational dialect.

The ideal candidate is professional, personable, detail-oriented, and comfortable handling customer interactions across multiple communication channels in a fast-paced environment.

Key Responsibilities

• Handle inbound customer support inquiries via phone, email, and live chat
• Assist customers with warranty claims and general product or service inquiries
• Provide clear, professional, and empathetic customer support in both English and French
• Accurately document customer interactions and case updates
• Troubleshoot customer concerns and escalate issues when necessary
• Maintain strong service quality and response standards
• Collaborate with internal teams to ensure smooth customer experiences

Technical Requirements (Essential)

To be considered, candidates must meet all technical requirements below:

• Windows 11 PC (Mac not supported)
• 12–16 GB RAM
• Dual monitors
• Webcam
• Fibre internet with a wired connection
• Backup power solution
• Microsoft Teams / Office 365

Applications that do not meet the minimum technical requirements may not move forward in the process.

Hiring Process

Our hiring process includes multiple stages to ensure the right fit for both the role and the client environment.

The process includes:

1. Resume review
2. Prescreen questionnaire
3. One-way video interview
4. Live interview
5. Client interview

Please note:

Only candidates who complete both the prescreen questionnaire and one-way video interview will be considered for progression in the hiring process.

Requirements

• Native or near-native fluency in English and French-Canadian
• Strong preference for candidates with an authentic Quebecois dialect
• Previous customer service or customer support experience required
• Experience handling phone, email, and chat support preferred
• Excellent verbal and written communication skills
• Strong listening and problem-solving abilities
• Comfortable working independently in a remote environment
• Reliable high-speed internet connection and professional remote work setup
• Ability to multitask and manage multiple customer interactions efficiently

Preferred Qualifications

• Experience with warranty claims or product support
• Experience working with North American customers
• Call center or contact center experience
• CRM or ticketing system experience

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