Bilingual Tier 2 Helpdesk (NB)

Connex Telecommunications Inc.•Hamilton, ON

2d•Hybrid

About The Position

DependableIT is a growing outsourcing company that delivers customer service and technical support solutions to clients across North America and Europe. Our success is built on the strength of our people and the quality of service they provide every day. We succeed when our employees succeed. Through coaching, feedback, collaboration, and continued development, we work to create an environment where team members feel supported, valued, and prepared to deliver their best. As a Bilingual Technical Support Hybrid Representative, you will assist customers with technical support needs in both English and Canadian French. Most support is provided in written and spoken English; however, written and spoken Canadian French is also widely used and required for this position. In this role, you will investigate technical problems, diagnose software and hardware issues, and guide both residential and business customers through clear and effective resolutions. Support is provided through phone, chat, and tickets, with a focus on professionalism, accurate documentation, and excellent customer service.

Requirements

Fluency in both Canadian English and French (Quebec or New Brunswick French preferred).
Strong technical background and troubleshooting skills for desktop, network, and SaaS environments.
Excellent written and verbal communication skills in both languages.
Experience supporting Windows, macOS, and peripheral devices (printers, routers, IoT).
Familiarity with SaaS and cloud platforms (Microsoft 365, Google Workspace).
Strong organizational and multitasking skills in a high-volume environment.
Ability to work independently and take ownership of assigned cases.
Flexibility to work rotating shifts, including evenings, overnights, weekends, and holidays.
A positive, team-oriented attitude and commitment to exceptional service.

Responsibilities

Monitor Zendesk, our ticketing system for new requests, chats, and follow-ups.
Respond to customer inquiries within established service level timeframes in both English and French.
Troubleshoot software and hardware issues for Windows and Mac environments.
Provide break/fix and remote support, including installation, configuration, and connectivity troubleshooting.
Assist with SaaS administration including Microsoft 365, Google Workspace, and similar platforms.
Escalate complex issues to vendors when required (Microsoft, Google, etc.).
Document all cases accurately in line with service delivery standards.
Assist with license adjustments, order entries, and discount applications as needed.
Communicate clearly and professionally across all support channels.
Handle multiple tickets, chats, and calls efficiently while maintaining quality and accuracy.