Bilingual L2 IT Support Agent – English and French – Cloud Commerce – Canada

Are you a tech-savvy professional with a passion for problem-solving and providing exceptional customer service? We are looking for a highly skilled, customer-focused Bilingual L2 IT Support Agent to join our team at Fusion CX Canada. In this work-from-home opportunity for candidates in Canada, you will play a vital role in delivering comprehensive remote technical support, ensuring seamless operation of hardware, software, and cloud-based applications. Your expertise and attention to detail will help our customers overcome technical challenges efficiently.

If you are a proactive problem-solver with excellent communication skills, currently looking for tech support jobs in Canada, and fluent in English and French, we would love to have you on our team! Sounds interesting? Apply now!

Job descriptions – Bilingual L2 IT Support Agent

Core Responsibilities of the bilingual L2 IT support agent in Fusion CX Canada:

• Providing remote technical support to customers, addressing their IT and SaaS needs.
• Diagnosing and repairing technical problems with laptops, mobile devices, tablets, network devices, and point-of-sale equipment.
• The task of installing and repairing Microsoft and Google Workspace tools, along with having excellent knowledge of level 2 administration tasks.
• Helping customers troubleshoot and resolve issues with cloud-based applications, including those in marketing, finance and accounting, and operations management.
• Collaborating with cloud specialists to support various business applications sold on a Cloud Marketplace.
• Serving as the primary point of contact for customers, providing advice and resolving issues related to the installation of licensed software, basic FAQs, “How to’s,” and common troubleshooting requests.
• Performing malware removal, including scanning and removing viruses, spyware, and other malware from client devices.
• Installing and updating antivirus, antispyware, pop-up blocker, and firewall software on client devices.
• Stay updated with the latest technology trends and software updates to provide the most relevant and efficient support.
• Providing marketplace integration and support
• Offering productivity integration and support (Microsoft and Google)
• Providing Cloud Application Integration and Support (ESChat)
• Offering cloud application integration (eFax)

Support Scope – Bilingual L2 IT Support Agent

Help and technological support:

Provide remote support for desktops, laptops, tablets, mobile devices, network devices, cloud-based point-of-sale hardware, and other devices. Perform diagnosis, repair, and advice on hardware and software problems. Offer upgrade recommendations and tips for device maintenance and optimization.

Cloud application support:

Assisting customers in installing, configuring, and troubleshooting various cloud-based applications across different categories such as Business Intelligence & Analytics, Collaboration, Finance & Accounting, Sales, etc. Resolve general troubleshooting, configuration, and account creation for supported applications. Collaborate with customers to ensure smooth integration and use of cloud applications.

Malware Removal:

Perform comprehensive scans of client devices to detect and remove viruses, spyware, and other malware. Install and update security software to improve device protection. Ensure client devices are up to date with the latest security patches.

Job Requirements – Bilingual L2 IT Support Agent

Key Qualifications, Experience, and Traits of the Ideal candidate for the bilingual L2 IT support agent role in Canada:

Required skills and experience for the bilingual L2 IT support agent role

• Proven experience as an IT Support Agent or similar technical support role. Must possess 2-3 years of entry-level L1 technical support experience.
• Excellent communication skills in French and English, both oral and written, with the ability to explain technical concepts to non-technical users.
• Strong knowledge of hardware, software, and cloud-based applications.
• Familiarity with troubleshooting devices such as laptops, mobile devices, tablets, and network equipment.
• Proficient in diagnosing and resolving technical issues with various operating systems (e.g., Windows, Mac) and browsers (e.g., Chrome, Safari).
• Marketplace integration and support
• Productivity integration and support (Microsoft and Google)
• Cloud Application Integration and Support (ESChat)
• Cloud application integration (eFax)
• Have Microsoft Azure and Google Workspace Admin experience
• MS certification is an additional advantage.

Essential qualities of a bilingual L2 IT support agent

• Customer-oriented mindset with a passion for providing exceptional service.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong problem-solving and critical-thinking skills.
• Flexibility to work in a 24/7 support environment, including nights/weekends
• Attention to detail and meticulous approach to customer service delivery
• Upselling to encourage customers to purchase a higher-end version of a product than they had originally planned to purchase.

Why Join Fusion CX?

At Fusion CX, we are more than just a workplace—we are a community that thrives on innovation, collaboration, and excellence. Join our bilingual team as an L2 IT support agent in Canada serving customers across Canada and enjoy the benefits of a work-from-home opportunity designed to empower you professionally and personally. We offer competitive compensation packages, along with access to paid training and exciting career growth opportunities in the ever-evolving tech support industry. You will work with cutting-edge tools and cloud applications, ensuring you stay ahead in your career.

Exploring customer service and tech support jobs in Canada, Fusion CX is the place to be. Here, you will find a supportive and collaborative culture that values your contributions and helps you grow. Join our team in Canada and be a part of a brand that is transforming customer experiences while providing employees with the flexibility, resources, and recognition they deserve.