📍 Job Overview

Job Title: Bilingual English/French Technical Support Analyst - Silverware POS Inc.
Company: Fullsteam
Location: Silverware - CAN - Ontario
Job Type: Full-Time
Category: Customer Support
Date Posted: 2025-06-24
Experience Level: Entry-level to Mid-level (0-2 years)
Remote Status: Hybrid (Office location: Markham, Ontario)

🚀 Role Summary

Key Responsibilities: Provide technical support to customers in both English and French, document and track customer inquiries, collaborate with the Technical Support Team to resolve complex issues, and ensure high-level customer satisfaction through excellent communication and problem-solving skills.
Key Skills: Bilingual proficiency in English and French, strong knowledge of hardware, software, and networking, Windows troubleshooting experience, team collaboration, and multi-tasking.

📝 Enhancement Note: This role requires a strong focus on customer service and technical problem-solving, with a unique emphasis on bilingual communication skills.

💻 Primary Responsibilities

Customer Support: Provide technical support to customers in both English and French through various channels such as phone and email. Support custom applications, and document and track customer inquiries and issues in the ticketing system.
Problem-Solving: Collaborate with the Technical Support Team to escalate and resolve complex technical problems. Ensure high-level customer satisfaction through excellent communication and problem-solving skills.
Troubleshooting: Troubleshoot Windows 7, 8, 10, and 11 systems and provide solutions to customer issues. Maintain a high level of knowledge of hardware, software, networking, and computer systems.
Teamwork: Work effectively in a team and handle multiple tasks simultaneously. Contribute to a dynamic and fun environment with many opportunities for growth.

📝 Enhancement Note: This role requires strong multitasking skills and the ability to work effectively in a team environment to handle multiple customer inquiries and issues simultaneously.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant post-secondary education or certifications would be an asset.

Experience: Prior technical support experience is preferred, but not required. Hospitality experience is beneficial but not essential.

Required Skills:

Bilingual proficiency in English and French (essential)
Strong knowledge of hardware, software, networking, and computer systems
Windows 7, 8, 10, and 11 troubleshooting experience
Excellent communication and problem-solving skills
Ability to work effectively in a team and handle multiple tasks simultaneously
Available to work a 24/7/365 rotating schedule

Preferred Skills:

Prior technical support experience
Hospitality experience
Strong customer service skills
Familiarity with ticketing systems

📝 Enhancement Note: While prior technical support experience is preferred, the company is willing to provide training for the right candidate with a strong foundation in hardware, software, and networking.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $35,000 - $45,000 CAD per year (based on regional market research and experience level)

Benefits:

Medical
Extended Health and LTD Plan
Dental
Vision
RRSP (with employer match)
Health Spending Account
Flexible Paid Time Off

Working Hours: 40 hours per week, with a rotating schedule that includes evenings, weekends, and holidays.

📝 Enhancement Note: The salary range provided is an estimate based on regional market research and experience level. The actual salary may vary depending on the candidate's qualifications and the company's internal compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology and Software Development

Company Size: Medium (1,900+ employees)

Founded: Not specified

Team Structure:

Collaborative and dynamic team environment
Opportunities for growth and development
Strong focus on customer satisfaction and technical excellence

Development Methodology:

Not specified (likely Agile or Scrum methodologies)

Company Website: Fullsteam

📝 Enhancement Note: The company culture emphasizes growth, excellence, and the success of its clients. It values a dynamic and fun environment with many opportunities for growth.

📈 Career & Growth Analysis

Technical Support Analyst Career Level: Entry-level to Mid-level (0-2 years)

Reporting Structure: Reports directly to the Technical Support Team Lead

Technical Impact: Directly impacts customer satisfaction and technical issue resolution

Growth Opportunities:

Opportunities for growth within the Technical Support Team
Potential career progression into more senior technical roles or team leadership positions

📝 Enhancement Note: This role offers opportunities for growth and development within the Technical Support Team and potential career progression into more senior technical roles or team leadership positions.

🌐 Work Environment

Office Type: Hybrid (Office location: Markham, Ontario)

Office Location(s): Markham, Ontario

Workspace Context:

Collaborative workspace with opportunities for growth and development
Strong focus on customer satisfaction and technical excellence
Dynamic and fun team environment

Work Schedule: Rotating schedule that includes evenings, weekends, and holidays.

📝 Enhancement Note: The hybrid work environment offers a balance between remote work and on-site collaboration, providing flexibility and opportunities for growth and development.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and bilingual proficiency
Technical assessment to evaluate hardware, software, and networking knowledge
In-depth interview to assess problem-solving skills, teamwork, and cultural fit
Final interview with the hiring manager to discuss the role and company culture

Portfolio Review Tips: N/A (not applicable for this role)

Technical Challenge Preparation:

Brush up on hardware, software, and networking knowledge
Practice problem-solving skills and communication techniques
Familiarize yourself with the company's products and services

ATS Keywords:

Bilingual
Technical Support
Customer Service
Problem-Solving
Communication
Hardware
Software
Networking
Windows Troubleshooting
Team Collaboration
Multi-tasking

📝 Enhancement Note: The interview process focuses on assessing communication skills, bilingual proficiency, and technical knowledge. The technical assessment and interviews will evaluate problem-solving skills, teamwork, and cultural fit.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Technical Support Values:

Customer-centric approach
Technical excellence
Collaboration and teamwork
Continuous learning and improvement

Collaboration Style:

Cross-functional collaboration with other teams within the company
Knowledge sharing and technical mentoring
Continuous learning and development opportunities

📝 Enhancement Note: The technical support team values a customer-centric approach, technical excellence, collaboration, and continuous learning and improvement. The collaboration style emphasizes cross-functional collaboration, knowledge sharing, and technical mentoring.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling multiple customer inquiries and issues simultaneously
Troubleshooting Windows systems and providing solutions to customer issues
Collaborating with the Technical Support Team to escalate and resolve complex technical problems

Learning & Development Opportunities:

Opportunities for growth within the Technical Support Team
Potential career progression into more senior technical roles or team leadership positions
Continuous learning and development opportunities through training and mentoring

📝 Enhancement Note: This role offers opportunities for growth and development within the Technical Support Team and potential career progression into more senior technical roles or team leadership positions. The continuous learning and development opportunities enable team members to expand their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

How do you approach troubleshooting Windows systems?
Can you describe a time when you had to handle multiple customer inquiries or issues simultaneously?
How do you collaborate with other team members to escalate and resolve complex technical problems?

Company & Culture Questions:

Why are you interested in this role and the company?
How do you stay up-to-date with the latest hardware, software, and networking trends?
Can you describe a time when you went above and beyond to ensure customer satisfaction?

Portfolio Presentation Strategy: N/A (not applicable for this role)

📝 Enhancement Note: The technical questions focus on troubleshooting, multitasking, and collaboration skills. The company and culture questions assess the candidate's interest in the role and company, as well as their commitment to customer satisfaction and continuous learning.

📌 Application Steps

To apply for this Bilingual English/French Technical Support Analyst position:

Submit your application through the application link provided.
Prepare for the phone or video screening by brushing up on your communication skills and bilingual proficiency.
Study hardware, software, and networking concepts to prepare for the technical assessment.
Practice problem-solving skills and communication techniques to excel in the in-depth interview.
Research the company's products, services, and culture to demonstrate your interest and fit in the final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, with a focus on technical support and problem-solving skills
Include customer service methodologies, communication techniques, and multitasking strategies
Emphasize bilingual proficiency and the ability to work effectively in a team environment
Address the unique challenges and growth opportunities of technical support roles

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture
Be comprehensive but concise, prioritizing actionable information over descriptive text
Strategically distribute customer support and technical support-related keywords throughout all sections naturally
Provide realistic salary ranges based on location, experience level, and customer support specialization

Industry Expertise:

Include specific customer service methodologies, communication techniques, and multitasking strategies relevant to the role
Address customer support career progression paths and technical leadership opportunities in customer support teams
Provide tactical advice for customer support interviews, focusing on problem-solving skills, communication techniques, and bilingual proficiency
Include customer support-specific interview preparation and coding challenge guidance
Emphasize customer satisfaction, problem-solving, and teamwork principles in customer support roles

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout
Use customer support and technical support industry terminology appropriately and accurately
Include comprehensive benefits and growth opportunities relevant to customer support professionals
Provide actionable insights that give customer support candidates a competitive advantage
Focus on customer support team culture, cross-functional collaboration, and user impact measurement

Customer Support & Technical Support Focus:

Emphasize customer service methodologies, communication techniques, and multitasking strategies
Include specific portfolio requirements tailored to the customer support discipline and role level
Address customer support-specific challenges and growth opportunities
Focus on problem-solving methods, performance optimization, and scalable customer support architecture
Include technical presentation skills and stakeholder communication for customer support projects

Avoid:

Generic business jargon not relevant to customer support or technical support roles
Placeholder text or incomplete sections
Repetitive content across different sections
Non-technical terminology unless relevant to the specific customer support role
Marketing language unrelated to customer support or technical support

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support and technical support professionals evaluating career opportunities and preparing for technical interviews in the customer support industry.

Bilingual English/French Technical Support Analyst - Silverware POS Inc.