Bilingual Support Analyst (French- english)

About the Role

HCLTech is seeking a Bilingual ASC L1 Support Analyst to provide first-level customer support and ensure a high-quality customer experience. The successful candidate will be responsible for handling customer inquiries, documenting incidents, performing initial troubleshooting, and following established support processes within a 24x7 support environment.

This role is ideal for professionals with strong communication skills, a customer-focused mindset, and a desire to grow within a technical support environment.

Key Responsibilities

• Receive, log, and manage customer requests, incidents, and service inquiries.
• Provide first-level troubleshooting and support using approved knowledge articles and support procedures.
• Accurately document customer interactions, troubleshooting steps, and resolution details in the ticketing system.
• Ensure proper ticket categorization, prioritization, and escalation when required.
• Follow established standard operating procedures (SOPs) and process guidelines.
• Maintain high levels of customer satisfaction through professional communication and ownership.
• Collect and document relevant information, including screenshots, logs, and customer details.
• Work collaboratively with internal teams to ensure timely issue resolution.
• Support operational requirements within a rotational 24x7 support environment.

Required Qualifications

• 1-3 years of experience in:
• Customer Service
• Service Desk
• Operations Support
• Technical Support
• Fluency in English and Quebec French (spoken and written).
• Basic knowledge of computer systems, ticketing tools, and Microsoft Office applications.
• Strong typing, documentation, and real-time ticket update skills.
• Ability to quickly learn new processes, procedures, and knowledge base content.

Core Skills

• Strong verbal and written communication skills.
• Customer-focused approach with empathy and active listening.
• Basic troubleshooting and problem-solving abilities.
• Attention to detail and documentation accuracy.
• Ability to follow processes and compliance requirements.
• Strong organizational and time-management skills.
• Ability to work effectively in a fast-paced support environment.
• Team-oriented mindset with a willingness to learn and develop.

Preferred Attributes

• Experience working in a call center, help desk, or customer support environment.
• Familiarity with ticketing and incident management tools.
• Experience supporting customers in both English and French.
• Willingness to work rotational shifts and support 24x7 operations.

Location

Canada

Language Requirement

English & Quebec French (Mandatory)

Experience

✅ 1-3 years in Customer Service, Service Desk, Operations Support, or Technical Support

Apply today and become part of a team focused on delivering exceptional customer support and service excellence.