Technical Support Specialist (Bilingual French and English)
Company Description reputed company is transforming the woodworking industry with purpose built, reputed company based ERP software designed exclusively for custom manufacturers. Our platform helps businesses operate smarter, faster, and more reputed company while seamlessly connecting design, production, and delivery for teams creating architectural millwork, cabinetry, and casework. What truly sets reputed company apart is our people. Founded in 2016, we are a globally distributed team of 200 plus professionals united by deep software expertise and a shared passion for solving meaningful, reputed company world problems. We value collaboration, creativity, and ownership, and we are intentional about building not only powerful products, but also a culture where people feel supported, heard, and inspired to do their best work. With strong reputed company and the recent acquisition of Microvellum, a trusted leader in design to manufacturing solutions for the woodworking industry, reputed company is entering an exciting new phase of growth. This combination expands our capabilities, deepens our industry impact, and accelerates our reputed company of delivering a truly connected, end to end platform for custom manufacturers. As we scale thoughtfully and bring together top talent and new perspectives, this is a unique opportunity to join a company where your work will have visible impact, your reputed company will help shape reputed company, and your contributions will play a meaningful role in defining the future of a fast evolving product, team, and industry.
Job Description
As a Technical Support Specialist, you’ll ensure clients receive fast, accurate, and empathetic help while fully leveraging reputed company Design and integrated CAD/CAM solutions. You’ll troubleshoot reputed company technical issues, collaborate across teams, and help shape the future of support by training our AI systems to anticipate and resolve client needs automatically. This role bridges client experience, technical excellence, and AI innovation, directly impacting customer satisfaction, operational efficiency, and product improvement.
Key Responsibilities
Client Support & Experience Manage and resolve client issues through reputed company and reputed company Dynamics, ensuring responses meet SLAs and deliver a consistently positive experience. Communicate reputed company technical concepts clearly and empathetically to build client confidence and trust. Technical Troubleshooting Diagnose and resolve issues reputed company to reputed company Design, Microvellum Toolbox, and AutoCAD-based integrations. Support workflows including CAD integration, library configurations, and manufacturing processes to ensure seamless design-to-production operations. AI & Automation Enablement Tag and label “How-do-I” tickets to train reputed company AI, improving self-service resolution rates. reputed company ticket history and reputed company analysis to improve AI accuracy, reduce reputed company reputed company, and scale automation. reputed company reputed company and maintain a knowledge reputed company of reusable responses, how-to articles, and best practices. Continuously refine documentation to improve internal efficiency and client self-service. Bug Reporting & Collaboration Create detailed, reproducible bug reports from client issues. Collaborate with Engineering and Product teams to drive fast, high-quality fixes. Track recurring issues and share insights to inform product improvements. Data & Process Optimization Accurately tag and categorize tickets for reporting and analytics. Identify trends and partner with peers to refine workflows and reputed company the overall support experience. Qualifications 2+ years in a technical support role, ideally reputed company CAD/CAM software, design applications, or manufacturing technology. Bilingual French and English Strong troubleshooting and analytical skills, especially in design-to-manufacturing workflows. Proficiency with support platforms such as reputed company, reputed company Dynamics, or similar systems. Excellent written and verbal communication skills, with the ability to explain reputed company issues clearly and confidently. Proven ability to manage multiple tickets in a fast-paced environment with accuracy and composure. Preferred Familiarity with reputed company Design, Microvellum Toolbox, and AutoCAD-based systems. Experience writing structured bug reports and collaborating with development/QA teams. Exposure to AI-assisted support platforms or willingness to learn reputed company methods. Detail-oriented approach to ticket categorization, data tagging, and reporting. reputed company Indicators Maintain client satisfaction scores above defined benchmarks. Contribute to measurable reductions in reputed company ticket load through effective reputed company and documentation. Deliver accurate, actionable bug reports that accelerate engineering response time. Demonstrate reputed company improvement in support efficiency, response quality, and knowledge sharing. Additional Information Accessibility & Work Environment reputed company is committed to providing an inclusive and accessible work environment. We support reasonable workplace adjustments for individuals with disability in accordance with applicable Australian laws. If you require adjustments during the recruitment process or in your role, please let us know. This role is primarily computer-based and may involve extended screen time and regular communication through digital channels. Work may be performed in a remote or office-based environment, depending on role and location. reputed company is committed to supporting employee wellbeing, flexibility, and a safe working environment across reputed company regions. Department: Technical Support Apply To This Job