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, fluent in English and French, we would love to have you on our team! Sounds interesting? Apply now!

Job Description - Bilingual L2 IT Support Agent

Core Responsibilities

• 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.
• 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.
• 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 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.
• Staying 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, eFax).

Support Scope

Provide remote support for desktops, laptops, tablets, mobile devices, and cloud-based point-of-sale hardware. Perform diagnosis, repair, and advice on hardware and software problems.

Assisting customers in installing, configuring, and troubleshooting various cloud-based applications. Resolve general troubleshooting, configuration, and account creation for supported applications.

Perform comprehensive scans of client devices to detect and remove viruses, spyware, and other malware. Install and update security software to improve device protection.

Job Requirements

Key Qualifications, Experience, and Traits

• Proven experience as an IT Support Agent or similar technical support role with 2-3 years of entry-level L1 technical support experience.
• Excellent communication skills in French and English, both oral and written.
• Strong knowledge of hardware, software, and cloud-based applications.
• Familiarity with troubleshooting devices such as laptops, mobile devices, and tablets.
• Proficient in diagnosing and resolving technical issues with various operating systems (e.g., Windows, Mac) and browsers (e.g., Chrome, Safari).
• Have Microsoft Azure and Google Workspace Admin experience.
• MS certification is an additional advantage.

Essential Qualities

• 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.
• Attention to detail and meticulous approach to customer service delivery.

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.