French & English Tech Support

About the role

This position provides full‑time hybrid technical support to customers in both French and English. Based in the San José Metropolitan Area, the role combines on‑site assistance with remote work, offering flexibility while ensuring high‑quality service.

Key responsibilities

• Respond to inbound phone calls in French and English, diagnosing hardware issues, primarily for scanners.
• Guide users step‑by‑step through troubleshooting procedures and document each case in the ticketing system.
• Escalate complex problems to internal departments and follow up to guarantee timely resolution.
• Conduct user training sessions on products and maintain up‑to‑date knowledge‑base articles.
• Collaborate with teammates to continuously improve support processes.

Required profile

• Excellent verbal and written communication in French and English.
• Experience teaching, training or coaching, with the ability to explain technical concepts clearly.
• Background in technical support or IT help‑desk environments.
• Strong problem‑solving skills, attention to detail and a customer‑focused attitude.
• Comfortable working in a hybrid setting and using digital collaboration tools.

Required skills

• Hardware troubleshooting, especially scanner devices.
• Ticketing system operation and case documentation.