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YOVU Office Phone
YOVU Office Phone
11 – 50 Angajați
AsigurăriConsultanțăIndustria auto
YOVU Office Phone oferă companiilor canadiene servicii VoIP și comunicații unificate bazate pe cloud. Platforma combină sisteme de telefonie pentru afaceri găzduite, funcționalități UCaaS, integrarea serviciilor de voce cu Microsoft Teams, aplicații mobile, conectivitate CRM precum Salesforce și API-uri pentru dezvoltatori. Serviciile permit gestionarea apelurilor, meniuri telefonice automate, analiză și numere de afaceri personalizate, iar infrastructura este găzduită în centre de date canadiene cu redundanță geografică și susținută de acorduri privind nivelul serviciilor și asistență din Canada. YOVU deservește organizații din domenii precum consultanță, asigurări și industria auto, ajutând echipele să coordoneze comunicațiile pentru vânzări, asistența clienților și munca la distanță prin instrumente de voce scalabile.
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Locurile de muncă ale companiei

Bilingual Customer Support Technician – London Hybrid

Support YOVU Office Phone customers in English and Québécois French across phone, SaaS, and VoIP-related issues. The role combines technical troubleshooting, French documentation, client onboarding, and ongoing customer support.

CACanada
45.000 $ – 65.000 $ / an
HibridNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăLimbă Obligatorie: francezăInginer de suport
CloudVoIP

Descriere

  • Deliver responsive, professional customer support in English and Québécois French through phone, email, and ticketing channels.
  • Build strong client relationships while gaining a clear understanding of each customer’s needs.
  • Use targeted questions and investigation to identify issues and develop suitable solutions.
  • Explain technical concepts in straightforward, practical language.
  • Own customer issues through resolution and provide timely progress updates.
  • Translate knowledge-base articles, setup instructions, FAQs, training materials, and other customer documentation into Québécois French.
  • Maintain bilingual documentation as products, processes, and services change.
  • Develop working knowledge of YOVU’s VoIP platform, products, systems, and common customer setups.
  • Troubleshoot networking, hardware, connectivity, workflow, and integration problems.
  • Assist customers with Applied Epic, Salesforce, and Microsoft Teams integrations.
  • Record solutions and operational learnings in Confluence.
  • Monitor system alerts and take part in the rotating after-hours on-call schedule.
  • Assist with French-language onboarding, training, workflow configuration, technical guidance, and implementation troubleshooting.
  • Track recurring customer issues, document bugs and feature gaps, and contribute product-improvement suggestions.
  • Partner with the onboarding team as a bilingual customer-support and technical resource.
  • Contribute to improvements across the product, documentation, and customer experience.

Cerințe

  • Professional fluency in spoken and written English and Québécois French is required.
  • Candidates complete a French-language assessment during the selection process.
  • A strong commitment to customer service is essential.
  • Excellent communication skills and the ability to build client rapport and trust are required.
  • Strong problem-solving ability, persistence, and follow-through are important.
  • You should be curious and able to learn unfamiliar technologies, systems, and processes.
  • You can turn complex information into clear, accessible explanations.
  • Careful attention to detail is important when translating or preparing customer-facing materials.
  • You are comfortable working independently and know when to collaborate, escalate, or seek assistance.
  • You take responsibility for your work and follow commitments through to completion.
  • Experience with technical support, IT, networking, hardware, SaaS platforms, or business systems is an asset.
  • You are comfortable exploring technology, asking questions, researching solutions, and understanding system relationships.
  • Post-secondary education in IT, Computer Science, Business, Communications, or a related discipline is an asset; equivalent hands-on experience is also considered.
  • Background in customer support, technical support, helpdesk, SaaS, telecommunications, B2B services, or client onboarding is useful but not required.
  • Familiarity with Applied Epic or Salesforce is an asset.
  • Experience with Microsoft Teams and other Microsoft products is useful.
  • Knowledge of networking, cloud communications, VoIP, or hardware configuration is an asset.
  • Experience translating business or technical materials between English and French is useful.
  • Experience documenting processes or solutions in Confluence is an asset.
  • Familiarity with SOC 2 and PIPEDA is useful.
  • Knowledge of Quebec French-language and privacy obligations, including Law 25, is useful.
  • Exceptionally qualified candidates may be considered for fully remote work anywhere in Canada.
  • Full-time availability is required Monday through Friday, from 8:30 AM to 5:00 PM Eastern Time.
  • The role includes a rotating after-hours on-call schedule of no more than one week per month.

Beneficii

  • Health benefits begin after three months.
  • RRSP matching becomes available after one year.
  • Employees can participate in team social events.
  • The company covers travel and accommodation for remote employees visiting the London office approximately once per quarter.
  • Remote employees visit the London office approximately once per quarter for planning, training, and team time.
  • Accessibility accommodations are available upon request during the selection process.

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