Bilingual L1 Support Specialist

2 weeks ago


Toronto, Canada PivotPoint Tech Full time

We are looking for a **Bilingual Level 1 Support Specialist (English/French)** with hands-on experience in supporting an **eCommerce marketplace platform**. You will be the first point of contact for customers and vendors, handling inquiries, troubleshooting issues, and escalating cases as needed. This role requires fluency in both English and French and a strong understanding of online marketplace operations.

**Key Responsibilities**:

- Troubleshoot common issues related to **orders, payments, listings, shipping, and returns**:

- Provide step-by-step guidance for platform usage and issue resolution
- Escalate technical or account-related issues to L2/L3 teams when needed
- Maintain detailed logs and tickets using the internal CRM/ticketing system
- Monitor marketplace activity and flag policy violations or suspicious behavior
- Collaborate with internal teams (product, dev, QA) for issue resolution
- Maintain up-to-date knowledge base and FAQ articles

**Requirements**:

- **Fluent in English and French (spoken and written)**:

- 1-2 years of L1 support experience, preferably in **eCommerce or online marketplace**:

- Familiarity with vendor onboarding, product listings, and order flow
- Experience with ticketing systems (e.g. Zendesk, Freshdesk, Salesforce)
- Strong problem-solving skills and customer-first attitude
- Ability to manage high volumes of inquiries in a fast-paced environment
- Availability to work rotating shifts, including weekends/holidays
- Product Traning will be provided.

**Job Type**: Fixed term contract
Contract length: 6 months

Pay: $25.00-$35.00 per hour

Expected hours: 40 per week

Work Location: Hybrid remote in Toronto, ON M5M 3G5

Application deadline: 2025-07-15
Expected start date: 2025-07-21



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