Technical Support Specialist, English/French Bilingual

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Anovia

WebsiteLinkedInAll Job Openings

2 - 10 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Anovia is a company that designs, orchestrates, and deploys autonomous AI agents—both conversational and voice agents—to deliver enterprise automation services. Their platform focuses on orchestration and enterprise integration, connecting agents with CRM, ERP, ECM systems and APIs to automate workflows like scheduling, collections, and knowledge retrieval. Anovia offers pilots and production deployments (promising a working AI voice agent in 30 days) and emphasizes automation solutions that streamline decisions, workflows, and customer interactions for business users.

📋 Description

• Serve as the primary point of contact for customer technical incidents received by phone, email, or other channels. • Triage, document, and resolve incidents using knowledge articles, and escalate unresolved issues in line with severity thresholds and SLA requirements. • Manage the end-to-end incident resolution lifecycle, including root cause identification, transparent customer communication, and functional escalation where required. • Create and maintain knowledge articles for problems not yet documented in the knowledge base. • Track open outages and issues through to full service restoration, ensuring performance metrics are met. • Identify and propose enhancements to internal workflows and support processes to drive continuous improvement.

🎯 Requirements

• Minimum 3 years of experience in a technical support or related technical role. • Experience working in a remote technical support environment. • Working knowledge of communication networks and RF trunking systems. • Working knowledge of Windows and Google Workspace. • Understanding of Information Security theory and best practices. • Strong troubleshooting, problem-solving, and analytical skills. • Strong verbal and written communication skills, in both English and French, including the ability to explain technical concepts to non-technical audiences. • Ability to work independently, manage multiple priorities, and meet deadlines with minimal supervision. • Attention to detail and a commitment to data accuracy and security.

🏖️ Benefits

• Technical support • Work with a skilled technical team • Engage meaningfully with customers • Career opportunities