Bilingual AI Technical Support Analyst – ChatGPT, MS Copilot, Claude & Gemini
About the role
Job Description: Role: Bilingual AI Technical Support Analyst – ChatGPT, MS Copilot, Claude & Gemini Location: Montreal; Hybrid 3 days a week in office
Role Summary We are seeking a Level 2.5 AI Support Analyst to act as the front line for end user AI — answering user questions across the firm’s AI portfolio (Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok and Gemini, together with other AI products as they are introduced (for example Zoom AI Companion)) and capturing every query in a structured way. You will resolve what you can, escalate what you cannot, and document each interaction so that the knowledge feeds a future AI support agent. Each analyst maintains broad coverage of the full portfolio while owning one product as point of contact.
Key Responsibilities
- Answer all user questions across channels — helpdesk tickets, support channels, email and direct queries — for the full AI portfolio.
- Document every query and resolution in a consistent, structured format to build the knowledge base and feed the future AI support agent.
- Resolve common and intermediate issues at first contact; escalate complex engineering issues to Level 3 with clear, complete context.
- Assist Level 3 engineering and QA testers — reproduce issues, gather evidence and validate fixes.
- Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; provide cover for the partner location.
- Maintain and improve self-help content, FAQs and how-to guidance for end users.
- Support a clean handover of open items between locations at shift change.
Qualifications & Experience
- 5+ years in a technical support, service desk or application-support role in an enterprise environment.
- Familiarity with M365 and a strong interest in AI products; able to learn new AI tools quickly.
- Experience using ticketing and knowledge tools (e.g. ServiceNow, Jira/Confluence).
- Strong verbal and written communication, high level of comfort with end-user engagement and a patient listener.
- History of reading and writing technical documentation
- Experience with mentoring team mates and colleagues, strong knowledge-sharing habits, and a history of team development.
- For Montreal, bilingual (English/French) is an asset. Core Skills
- Self-starter, self-directed, team player, collaboration and handover across locations.
- Strong communicator. Customer-focused troubleshooting and triage across multiple channels.
- Technical writing experience. Disciplined, structured documentation and query capture.
- Mentorship and technical knowledge transfer both upstream and downstream
- Knowledge of ITIL and escalation, with complete context to Level 3 and QA.
Quick learning – keen to stay on top of the fast-moving AI environment and current on products and features
Not the right fit? Search for Bilingual AI Technical Support Analyst jobs in Montreal, Quebec, Canada
About Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Astra - North Infoteck Inc.
Agile - Systems - Technologies - Resources - Applications
Apply for Jobs@ https://careers.astra-north.com/jobs/
We are a global information technology services, management consulting and outsourcing company headquartered in Canada. Astra North helps clients navigate the ever-changing complex information technology landscape with its portfolio of IT consulting services, managed services and staffing and talent management solutions.
The core challenge facing many businesses in their IT functions is the increasing shortage of talent across the globe and its resultant impact on productivity. To overcome this challenge Astra-North provides its clients with a single source Integrated Recruitment Process Outsourcing - iRPO Service. Astra-North works as a specialist strategic partner for its clients by providing the best talent pool of IT Professionals on contract hire, permanent hire or managed services basis through its comprehensive and integrated recruitment, staff augmentation, workforce solutions, recruitment process outsourcing and managed services programs which are customized for individual client needs. Astra North Staffing Services include managing programs that are in compliance with matters focussing on careers, communications, legal and regulatory issues, technology and outsourcing, budgeting and metrics, IT staffing management best practices and global staffing management issues.
Our technical service extends the entire software development lifecycle from Consulting, Business Process Analysis, Requirement Mapping, Analysis, Design, Development, Testing to Implementation and Support. Astra-North Infoteck has expertise in building, maintaining and reengineering IT solutions to meet its client’s evolving needs.We help clients become agile to meet and exceed their goals.
Astra-North ~ Conquering Today's Challenges, Achieving Tomorrow's Vision!
Similar Jobs
Bilingual AI Technical Support Analyst – ChatGPT, MS Copilot, Claude & Gemini
About the role
Job Description: Role: Bilingual AI Technical Support Analyst – ChatGPT, MS Copilot, Claude & Gemini Location: Montreal; Hybrid 3 days a week in office
Role Summary We are seeking a Level 2.5 AI Support Analyst to act as the front line for end user AI — answering user questions across the firm’s AI portfolio (Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok and Gemini, together with other AI products as they are introduced (for example Zoom AI Companion)) and capturing every query in a structured way. You will resolve what you can, escalate what you cannot, and document each interaction so that the knowledge feeds a future AI support agent. Each analyst maintains broad coverage of the full portfolio while owning one product as point of contact.
Key Responsibilities
- Answer all user questions across channels — helpdesk tickets, support channels, email and direct queries — for the full AI portfolio.
- Document every query and resolution in a consistent, structured format to build the knowledge base and feed the future AI support agent.
- Resolve common and intermediate issues at first contact; escalate complex engineering issues to Level 3 with clear, complete context.
- Assist Level 3 engineering and QA testers — reproduce issues, gather evidence and validate fixes.
- Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; provide cover for the partner location.
- Maintain and improve self-help content, FAQs and how-to guidance for end users.
- Support a clean handover of open items between locations at shift change.
Qualifications & Experience
- 5+ years in a technical support, service desk or application-support role in an enterprise environment.
- Familiarity with M365 and a strong interest in AI products; able to learn new AI tools quickly.
- Experience using ticketing and knowledge tools (e.g. ServiceNow, Jira/Confluence).
- Strong verbal and written communication, high level of comfort with end-user engagement and a patient listener.
- History of reading and writing technical documentation
- Experience with mentoring team mates and colleagues, strong knowledge-sharing habits, and a history of team development.
- For Montreal, bilingual (English/French) is an asset. Core Skills
- Self-starter, self-directed, team player, collaboration and handover across locations.
- Strong communicator. Customer-focused troubleshooting and triage across multiple channels.
- Technical writing experience. Disciplined, structured documentation and query capture.
- Mentorship and technical knowledge transfer both upstream and downstream
- Knowledge of ITIL and escalation, with complete context to Level 3 and QA.
Quick learning – keen to stay on top of the fast-moving AI environment and current on products and features
Not the right fit? Search for Bilingual AI Technical Support Analyst jobs in Montreal, Quebec, Canada
About Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Astra - North Infoteck Inc.
Agile - Systems - Technologies - Resources - Applications
Apply for Jobs@ https://careers.astra-north.com/jobs/
We are a global information technology services, management consulting and outsourcing company headquartered in Canada. Astra North helps clients navigate the ever-changing complex information technology landscape with its portfolio of IT consulting services, managed services and staffing and talent management solutions.
The core challenge facing many businesses in their IT functions is the increasing shortage of talent across the globe and its resultant impact on productivity. To overcome this challenge Astra-North provides its clients with a single source Integrated Recruitment Process Outsourcing - iRPO Service. Astra-North works as a specialist strategic partner for its clients by providing the best talent pool of IT Professionals on contract hire, permanent hire or managed services basis through its comprehensive and integrated recruitment, staff augmentation, workforce solutions, recruitment process outsourcing and managed services programs which are customized for individual client needs. Astra North Staffing Services include managing programs that are in compliance with matters focussing on careers, communications, legal and regulatory issues, technology and outsourcing, budgeting and metrics, IT staffing management best practices and global staffing management issues.
Our technical service extends the entire software development lifecycle from Consulting, Business Process Analysis, Requirement Mapping, Analysis, Design, Development, Testing to Implementation and Support. Astra-North Infoteck has expertise in building, maintaining and reengineering IT solutions to meet its client’s evolving needs.We help clients become agile to meet and exceed their goals.
Astra-North ~ Conquering Today's Challenges, Achieving Tomorrow's Vision!