Bilingual AI Support Specialist

• 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.

The Bilingual AI Support Specialist will answer user questions across various channels and document queries to build a knowledge base. They will resolve common issues, escalate complex ones, and assist engineering teams while maintaining knowledge of the full AI portfolio.

Candidates should have over 5 years of experience in technical support roles and familiarity with M365 and AI products. Strong communication skills and a history of mentoring are also required.

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical Support
• Service Desk
• Application Support
• M365
• AI Products
• Ticketing Tools
• Knowledge Tools
• Communication
• Technical Documentation
• Mentoring
• Team Development
• Problem Solving
• User Engagement
• Evidence Gathering
• Issue Reproduction
• Self-help Content

Expérience minimale

5+ ans

Postuler avant le

12 août 2026