Bilingual Technical Support Specialist
- Location: London, ON. Initially in-office, transitioning to hybrid. Open to fully remote across Canada for exceptionally qualified candidates, with a company-paid trip to the London office about once a quarter.
- Schedule: Full-time, Monday to Friday, 8:30 AM to 5:00 PM Eastern.
- Compensation: $45,000 to $65,000 annually (based on experience).
- On-call: Rotating after-hours schedule, at most one week per month.
Role Overview
We are looking for a tech-savvy problem solver fluent in English and Québécois technical French. Most of your week is technical support: diagnosing networking, hardware, and integration issues for business clients, largely insurance brokerages, car dealerships, and medical clinics. The rest is the French side of our Quebec expansion. You translate our knowledge base and training material into technical Québécois French, and you support our onboarding team when a French-language deployment comes up.
French deployments are not frequent. Our onboarding team leads those projects. You are the language and technical depth behind them.
What Success Looks Like (6 to 12 Months)
- You have worked the same ticket types enough that you see the pattern before the client finishes describing it.
- Our French knowledge base is current and reads like it was written in French, not translated into it.
- When a Quebec client calls, they get the same standard of support as an English client.
What You'll Own
Technical Support. Support via phone, email, and our ticketing system for our VoIP platform. Troubleshoot networking, hardware, and API integrations with platforms like Applied Epic, Salesforce, and Microsoft Teams. Document what you find in Confluence. Monitor system alerts. Join a rotating after-hours on-call schedule of at most one week per month.
Content Translation. Translate knowledge base articles, setup guides, and FAQs from English into technical Québécois French, and keep that bilingual documentation current as the product changes.
French Deployment Support. When a Quebec client onboards, you are the French-language technical resource on that project: configuring workflows, delivering training, and answering the questions our onboarding lead cannot answer in French.
Product Input. You see where our software meets real client workflows. You bring that back to the product team as bug reports, feature gaps, and edge cases.
Must-Have Skills
- Complete written and spoken fluency in English and technical Québécois French. Candidates complete a French-language assessment as part of the interview process.
- Solid foundation in networking, cloud communications, and hardware setup (desk phones, mobile apps).
- Post-secondary education in IT, Computer Science, or equivalent hands-on experience.
Nice to Have
- Familiarity with Broker Management Systems (Applied Epic) or CRMs (Salesforce).
- Knowledge of data security and compliance standards (SOC2, PIPEDA, E&O defensibility).
- Working knowledge of Quebec's Law 25 and Bill 96 as they apply to French-language commercial documentation and privacy.
- Experience documenting technical solutions in Confluence.
- 3+ years in technical support, IT helpdesk, NOC, field service, or B2B client onboarding.
You'll Be a Great Fit If
- You enjoy learning and reverse engineering to understand how things work, not only to find out what broke.
- You have never been able to leave a strange problem alone.
- You can explain something technical to someone who does not work in technology, in either language.
- You are comfortable being the person who owns the French answer when nobody else has one.
About YOVU
We have been doing business phones right since 2011. Our founders left big telecom with a simple conviction: Canadian businesses deserve better.
We work hard and we are committed to building high-quality products. Accountability, ownership, and follow-through matter here. We do it together, with collaboration, respect, and shared purpose guiding how we show up. We are proudly dog-friendly and shoe-free.
Competitive compensation, full health benefits after three months, RRSP matching at one year, and team socials.
Remote team members come into the London office roughly once a quarter for planning, training, and time with the team. We cover travel and accommodation. Beyond that, travel is rare. Occasional client site visits may come up for London-area staff, but this is not a field role.
This posting is for an existing vacancy.
Accessibility: Accommodations are available upon request during the selection process via [email protected].
AI in our recruitment process: We use AI to handle scheduling and to organize applications. We do not use AI to screen, assess, or select candidates. Every application is reviewed and every decision is made by our people. All tools we use comply with human rights and privacy legislation.
