Technical Support Specialist
About the role
Technical Customer Support (B2B SaaS) Role: Bilingual (French & English) Salary: $75,000 + $10,000
A global leader in Field Service Management (FSM) software, providing a premier SaaS solution for over 20 years. With a strong international presence and a rapidly expanding North American division, the company is recognized for its innovation and consistent market growth.
The Role We are looking for a Technical Customer Support Specialist to join the North American Support team. Your mission is to ensure a world-class customer experience by providing reliable, high-quality technical assistance. You will act as a key link between the customers and the product/engineering teams, ensuring that every inquiry is handled with precision and empathy. Please Note: The role is a lot more "investigation-heavy" than "high level of inbound phone calls".
Key Responsibilities Ticket Management: Analyze and resolve incoming customer requests via the helpdesk platform. Technical Investigation: Qualify requests by understanding business impacts and reproducing behaviors in a test environment. Cross-Functional Collaboration: Partner with product and engineering teams to identify root causes of technical incidents and implement solutions. Deep-Dive Analysis: Conduct technical diagnostics using logs and testing API requests (Postman). Feature Activation: Guide customers through the activation and optimization of new software features. Continuous Improvement: Proactively suggest updates for internal processes, documentation, and customer satisfaction strategies.
Your Background: SaaS Experience: Proven experience in Customer Support, Customer Care, or Helpdesk roles within a B2B SaaS environment. Technical Proficiency: A strong understanding of the functional stakes of SaaS products to quickly diagnose and triage complex issues. Language Skills: Must be bilingual (English, French) to effectively support a diverse international client base. Spanish is an amazing plus.
Your Strengths: Rigor & Precision: You pride yourself on reliable diagnostics and impeccable follow-up. Customer-Centric Mindset: You are solution-oriented and excel at de-escalating situations with calm and empathy. Team Spirit: You enjoy sharing knowledge and contributing to a cohesive team environment. Proactivity: You view technical hurdles as opportunities to improve the overall product experience.
What We Offer Market Leadership: The opportunity to work with a top-rated FSM solution with a track record of excellence. Award-Winning Culture: Join a workplace recognized for high employee engagement and professional development. Flexibility: A hybrid work policy supporting a healthy work-life balance (up to 50% remote). Sustainability Commitment: Work for an organization with "Gold Medal" CSR credentials, ranking in the top tier of global companies for ethics and sustainability. Inclusive Environment: Our client is an equal opportunity employer committed to diversity and inclusion.
Interview Process Introductory call with the Talent Acquisition team. Interview with regional team members. A practical case study / technical assessment. Final interview with Regional Leadership.
Not the right fit? Search for Technical Support Specialist jobs in Montreal, Quebec, Canada
About Praxedo North America
Praxedo is a powerful, AI-powered Field Service Management software empowering service companies to increase productivity, streamline business processes and improve customer satisfaction.
Customers choose Praxedo for its easy-to-use, highly configurable open web platform and mobile app that integrate seamlessly with third-party systems. More than 1,500 field service organizations and 65,000 users worldwide use Praxedo daily to optimize scheduling, digitize work orders and track field technicians' activities.
Due to its scalability and unmatched implementation times, Praxedo has become one of the world's top software solutions in Field Service Management and has been included in Gartner's Magic Quadrant for six consecutive years.
Founded in 2005, Praxedo has quickly expanded its operations across North America and Europe. Its offices are located in the US, Canada, France, Germany, UK, Spain and its solution is marketed in more than a dozen countries.
For more information please contact 1-833-PRAXEDO.
Similar Jobs
Technical Support Specialist
About the role
Technical Customer Support (B2B SaaS) Role: Bilingual (French & English) Salary: $75,000 + $10,000
A global leader in Field Service Management (FSM) software, providing a premier SaaS solution for over 20 years. With a strong international presence and a rapidly expanding North American division, the company is recognized for its innovation and consistent market growth.
The Role We are looking for a Technical Customer Support Specialist to join the North American Support team. Your mission is to ensure a world-class customer experience by providing reliable, high-quality technical assistance. You will act as a key link between the customers and the product/engineering teams, ensuring that every inquiry is handled with precision and empathy. Please Note: The role is a lot more "investigation-heavy" than "high level of inbound phone calls".
Key Responsibilities Ticket Management: Analyze and resolve incoming customer requests via the helpdesk platform. Technical Investigation: Qualify requests by understanding business impacts and reproducing behaviors in a test environment. Cross-Functional Collaboration: Partner with product and engineering teams to identify root causes of technical incidents and implement solutions. Deep-Dive Analysis: Conduct technical diagnostics using logs and testing API requests (Postman). Feature Activation: Guide customers through the activation and optimization of new software features. Continuous Improvement: Proactively suggest updates for internal processes, documentation, and customer satisfaction strategies.
Your Background: SaaS Experience: Proven experience in Customer Support, Customer Care, or Helpdesk roles within a B2B SaaS environment. Technical Proficiency: A strong understanding of the functional stakes of SaaS products to quickly diagnose and triage complex issues. Language Skills: Must be bilingual (English, French) to effectively support a diverse international client base. Spanish is an amazing plus.
Your Strengths: Rigor & Precision: You pride yourself on reliable diagnostics and impeccable follow-up. Customer-Centric Mindset: You are solution-oriented and excel at de-escalating situations with calm and empathy. Team Spirit: You enjoy sharing knowledge and contributing to a cohesive team environment. Proactivity: You view technical hurdles as opportunities to improve the overall product experience.
What We Offer Market Leadership: The opportunity to work with a top-rated FSM solution with a track record of excellence. Award-Winning Culture: Join a workplace recognized for high employee engagement and professional development. Flexibility: A hybrid work policy supporting a healthy work-life balance (up to 50% remote). Sustainability Commitment: Work for an organization with "Gold Medal" CSR credentials, ranking in the top tier of global companies for ethics and sustainability. Inclusive Environment: Our client is an equal opportunity employer committed to diversity and inclusion.
Interview Process Introductory call with the Talent Acquisition team. Interview with regional team members. A practical case study / technical assessment. Final interview with Regional Leadership.
Not the right fit? Search for Technical Support Specialist jobs in Montreal, Quebec, Canada
About Praxedo North America
Praxedo is a powerful, AI-powered Field Service Management software empowering service companies to increase productivity, streamline business processes and improve customer satisfaction.
Customers choose Praxedo for its easy-to-use, highly configurable open web platform and mobile app that integrate seamlessly with third-party systems. More than 1,500 field service organizations and 65,000 users worldwide use Praxedo daily to optimize scheduling, digitize work orders and track field technicians' activities.
Due to its scalability and unmatched implementation times, Praxedo has become one of the world's top software solutions in Field Service Management and has been included in Gartner's Magic Quadrant for six consecutive years.
Founded in 2005, Praxedo has quickly expanded its operations across North America and Europe. Its offices are located in the US, Canada, France, Germany, UK, Spain and its solution is marketed in more than a dozen countries.
For more information please contact 1-833-PRAXEDO.