Bilingual Customer Support Specialist (EN/FR)

About the role

For one of our clients, which develops an interactive platform used worldwide, we are looking for a Bilingual Customer Support Specialist to assist users across the Americas. This role goes beyond replying to tickets; you will investigate issues, reproduce problems, find solutions, and know when to escalate to the technical team.

Key responsibilities

• Support mainly English‑speaking users.
• Analyse and qualify incoming requests.
• Guide users and provide practical solutions.
• Investigate issues and reproduce problems when needed.
• Clearly document and escalate bugs or technical issues.

Required profile

• Excellent written and spoken English.
• Strong communication skills in French.
• Comfortable using digital tools and SaaS products.
• Curious, logical and resourceful.
• Proactive in understanding and investigating before escalating.
• Strong sense of service and clear communication.