Technical Support Technician II (French & English)

Provide technical support to HRSD Product users on raised requests Organize and prioritize incoming technical support requests Maintain clear and regular communication with users regarding request status Analyze and validate technical support requests by reproducing use cases Address complex configurations and technical challenges Escalate and manage 3rd Level Support Requests when necessary Become an expert in HRSD Product features and functionalities Stay updated on new product features Document and create troubleshooting articles Minimum of 1 year experience in a product support role High school diploma, general education degree, or equivalent Strong analytical thinking and problem-solving skills Excellent English and French communication skills, both written and verbal Ability to work well in a team and independently Commitment to delivering exceptional customer experience Dynamic prioritization skills and ability to voice concerns and suggestions Strong presentation skills Excellent customer service skills Strong organizational, multi-tasking, and planning abilities Professional, motivated, and able to work on own initiative Focused and results-oriented with a positive and empathetic attitude Prompt response to customer concerns and effective troubleshooting Ability to write and maintain documentation for client reference High focus on quality and customer satisfaction Experience with MS Office, databases like PostgreSQL or MySQL, and CRM/Enterprise software and Salesforce