{"id":1686556,"url":"https://alion.io/job/jonas-software-bilingual-technical-support-specialist","title":"Bilingual Technical Support Specialist","company":{"id":58295,"name":"Jonas Software","domain":"jonassoftware.com","url":"https://alion.io/company/jonas-software","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":88,"open_postings":6,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":57000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":28},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Linux","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-02T00:00:00Z","employer_posted_date":"2026-09-02","last_verified_at":"2026-10-17T07:16:40Z","board_verified":true,"closed_at":null,"days_open":45,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":45},"description":"Job Description: \nBilingual Technical Support\nType: Hybrid (3 days in office)\nLocation: North York, ON\nSummary:\nThe Tier 1 Bilingual Support Specialist (French & English) serves as the first point of contact for both English- and French-speaking customers, delivering prompt, courteous, and technically sound assistance. This role involves troubleshooting basic to moderately complex issues, escalating where necessary, and ensuring a consistent, high-quality customer experience in both languages.\nKey Responsibilities:\nProvide technical support to customers via phone, email, and chat in both French and English.\n\nTroubleshoot product or system issues, including configuration errors, access problems, and common application faults.\n\nGather and document detailed information from customers to understand the problem and ensure accurate ticket categorization.\n\nProvide step-by-step guidance, basic product education, and issue resolution in a professional and customer-centric manner.\n\nEscalate complex or unresolved cases to Tier 2 support, ensuring all relevant information is clearly documented.\n\nMonitor open cases and follow up with customers to ensure timely resolution and satisfaction.\n\nMaintain SLA commitments for response and resolution times, contributing to service level goals.\n\nParticipate in training sessions to stay updated on product changes, support processes, and tools.\n\nAdhere to company support policies and maintain high-quality communication in every interaction.\n\nAssist in Training and Translating document in French\n\nQualifications:\nFluent in English and French\n\nMinimum 2 years of experience in SaaS technical support or a similar customer-facing technical role.\n\nFamiliarity with support ticketing systems (e.g., Zendesk, Zoho, Freshdesk).\n\nBasic understanding of databases (e.g., SQL queries, relational data concepts).\n\nComfortable navigating Linux environments and using command-line tools.\n\nStrong troubleshooting and problem-solving skills for technical and customer issues.\n\nExcellent verbal and written communication skills with a customer-first mindset.\n\nAbility to document issues clearly and follow established escalation procedures.\n\nQuick learner with the ability to adapt to changing products and technologies.\n\nTeam-oriented with a strong sense of accountability and ownership.\n\nAvailable to work on After hours Rotating Schedule, public holidays\n\nBonus: Exposure to APIs, scripting, monitoring/logging tools, or Point of Sale experience.\n\nJonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.\nJonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.\nJonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.\nHeadquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.\nBusiness Unit: \nVolante Software Inc.Scheduled Weekly Hours:\n40Number of Openings Available: \n1Worker Type: \nRegularMore About Jonas Software:\nJonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.\nJonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.\nJonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.\nHeadquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.","description_format":"text","description_chars":4930,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T10:29:02Z"}],"visa":[],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.612,"p_room":0.44,"age_days":45,"expected_fill_days":42,"reasons":["conf:30","velocity","win:tail","crowd:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/jonas-software-bilingual-technical-support-specialist","json_url":"https://alion.io/job/jonas-software-bilingual-technical-support-specialist.json","meta":{"generated_at":"2026-10-17T09:49:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12944,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58295},"rest":"https://alion.io/mcp/rest/get_company?id=58295"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjonas-software-bilingual-technical-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjonas-software-bilingual-technical-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjonas-software-bilingual-technical-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/jonas-software-bilingual-technical-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjonas-software-bilingual-technical-support-specialist"}]}