Bilingual Web Support Agent – 100% remote, Monday to Friday, 11 AM to 8 PM

• Respond efficiently to customer inquiries via phone, email, or support tickets related to the use of our online learning platforms;
• Interpret customer needs and requirements to offer appropriate solutions using our digital tools and services;
• Provide practical advice, guidance, and training to users experiencing difficulties;
• Promote our products and services to clients and partners by identifying cross-selling or upselling opportunities, and forward relevant leads to the appropriate teams;
• Ensure professional, clear, and empathetic communication—both written and verbal—in French and English;
• Accurately document all client interactions in our ticketing system to ensure optimal follow-up;
• Escalate complex requests to the appropriate resources when necessary;
• Actively collaborate in the development, implementation, training, and maintenance of the company’s systems, software, and platforms;
• Participate in the creation and updating of internal documentation and user guides for clients;
• Develop and maintain testing tools to ensure the quality and proper functioning of the platforms used;
• Contribute to the continuous improvement of support processes and internal tools in collaboration with technical and educational teams.

• Excellent analytical, diagnostic, and problem-solving skills in a technological environment;
• Ability to thrive in a constantly evolving environment, manage priorities, and handle multiple tasks simultaneously;
• Proficiency in Windows environments, Microsoft Office (Word, Excel), and web browsers (Google Chrome, Internet Explorer);
• Excellent verbal and written communication skills in both French and English.

SPI Santé Sécurité