Technical Support & Customer Service Specialist

I’m Charles Quinones, Recruitment Director at FED IT, specialized in IT placements.
I’m excited to present an opportunity with a leading Canadian immersive technology company, redefining the way audiences experience entertainment around the world.
Description (en)

Reporting to the Technical Support Manager, you’ll provide exceptional technical and customer support to international clients.
You’ll play a key role in troubleshooting, documenting best practices, and contributing to continuous product improvement.
Your main responsibilities will include:
• Providing technical assistance via phone and email to clients (institutional, commercial, and consumer).
• Managing technical escalations with engineering and ensuring full resolution.
• Accurately documenting support cases in internal systems.
• Supporting process improvement and customer experience initiatives.
• Assisting occasionally with client installations or on-site support.
• Contributing to special projects to enhance service quality and tools.
• Ensuring high customer satisfaction with quick, professional, and empathetic service.

You’re a tech-savvy, service-oriented problem solver who enjoys helping clients and finding creative solutions in a fast-paced, international environment.
What we’re looking for:
• College diploma in electronics, IT, or equivalent experience.
• Minimum 2 years in technical support and customer service.
• Excellent command of French and English (Spanish or Portuguese is an asset).
• Basic networking knowledge (DHCP, VPN, DNS) and remote support tools (TeamViewer, LogMeIn, RDP).
• Strong working knowledge of Windows and Microsoft Office.
• Analytical mindset, autonomy, and strong sense of ownership.
• Great communication and interpersonal skills.
• Willingness to be part of an on-call rotation and collaborate within a small, dynamic team.


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Working Conditions
• Permanent, full-time position based in Longueuil (hybrid schedule: 2 days on-site).
• Day shift, Monday to Friday (8am-6pm).
• On-call rotation one week every 5-6 weeks (with compensation).
• Competitive salary, based on experience.
• Comprehensive benefits package including:
o Group insurance (50% employer-paid after 3 months).
o Telemedicine program (Dialogue).
o vacation + 3 personal days.
o Paid holiday closure period.
o Wellness allowance ($225/year).
o Exclusive access to the company’s