- Serve as a key technical contact resolving complex customer issues across phone, chat, and email

- Bridge customer support and engineering teams

- Champion customer needs and advocate for continuous product improvements

- Ensure seamless operations for restaurants, venues, and diners across OpenTable's global platform

- Manage and resolve complex technical escalations

- Document and elevate technical defects using issue-tracking and ticketing systems

- Collaborate across departmental teams to achieve timely case resolutions

- Work the Wednesday-Sunday, 10:00 AM-7:00 PM EST shift schedule, subject to business needs

Requirements

- 2+ years of experience in technical customer support or a related client-facing role

- Bilingual proficiency with the ability to speak and write fluently in both English and French

- Proven track record of managing and resolving complex technical escalations through phone, chat, or email channels

- Demonstrated experience using issue-tracking and ticketing systems such as Jira to document and elevate technical defects

- Ability to work Wednesday-Sunday, 10:00 AM-7:00 PM EST shifts, with flexibility as shifts may change

- Strong written and verbal communication skills with the ability to convey complex technical information clearly

- Demonstrated ability to collaborate effectively across departmental teams

- Experience in hospitality,



restaurant management, or SaaS technology is preferred

- Familiarity with bug tracking, queue management, and root-cause analysis is preferredExperience creating, maintaining, or enhancing customer support training materials and documentation is preferred

- Strong cross-functional collaboration with engineering and account management teams is preferred

Core Competencies

Demonstrates expertise in technical customer support, effectively managing complex escalations and collaborating across teams to enhance customer experiences. Bilingual proficiency in English and French supports clear communication and advocacy for customer needs.

Highest-signal resume keywords

- Technical Customer Support

- Bilingual Proficiency in English and French

- Issue-Tracking and Ticketing Systems (Jira)

- Complex Technical Escalations Management

- Cross-Functional Collaboration

Hard Skills

- Technical Customer Support

- Complex Technical Escalations Management

- Issue-Tracking and Ticketing Systems

- Bug Tracking

- Queue Management

- Root-Cause Analysis

Soft Skills

- Strong Written Communication

- Robust Verbal Communication

- Collaboration

Industry Keywords

- Hospitality

- Restaurant Management

- SaaS Technology

Tools & Technologies

- Jira

📌 Customer Support Representative, French and English Speaking (Montreal)
🏢 Jobtailor
📍 Montreal