Job Title: Bilingual Client Services / Application Support Specialist

Location: Remote in Ontario or Quebec (Initial 4-6 weeks of training onsite in Mississauga)

Language Requirement: English and French (written and spoken)

Employment Type: Full-time

Position Overview:

We are looking for a bilingual (French/English) Client Services / Application Support Specialist to provide first-line support and training to users of proprietary software platforms. This role is ideal for someone with at least 2 years of experience in application or software support, who enjoys a blend of technical troubleshooting, customer service, and user education.

The position is primarily remote for candidates located in Ontario or Quebec, but training will be conducted onsite in Mississauga for the first 4-6 weeks.

Key Responsibilities:

User Support & Training

• Provide first-level support to external and internal users.
• Troubleshoot and triage technical issues, escalating as needed.
• Deliver user training via phone, online sessions, or in person.
• Create and update user documentation, guides, and tutorial videos.

System Maintenance

• Manage and maintain user and supplier profiles across CRM, purchasing, and portal systems.
• Ensure data integrity across systems.
• Track support activity and document interactions in the CRM.

Quality Assurance & Testing

• Participate in UAT (user acceptance testing) for software updates and integrations.
• Collaborate with IT and external partners to identify and confirm fixes for system bugs.

Client Engagement & Program Adoption

• Support program compliance and encourage platform adoption through direct client follow-up.
• Participate in virtual or field presentations as needed.
• Identify user needs and usage patterns, providing feedback to improve platform usage.

Required Qualifications:

• Minimum 2 years of experience in application or software support roles.
• Fully bilingual in French and English (verbal and written).
• Strong communication skills and customer service mindset.
• Proficiency with Microsoft Office (especially Excel).
• Experience with CRM tools and basic troubleshooting.
• Diploma in a technology-related field (Bachelor's degree is an asset).

Ideal Candidate Attributes:

• Detail-oriented with strong analytical and problem-solving skills.
• Comfortable working independently and within a team.
• Able to thrive in a fast-paced, changing environment.
• Clear communicator who can simplify technical concepts for users.
• Energetic, proactive, and able to take initiative with minimal supervision

Thank you for your application. due to the volume of applicants for remote roles, only candidates who most closely meet the requirements will be contacted.

remote - training will be on site in Mississauga, there will be occasional travel to Mississauga for team events (approximately 2 to 3 times per year)