Technical Support Specialist (Bilingual French and English)

As a Technical Support Specialist, you’ll ensure clients receive fast, accurate, and empathetic help while fully leveraging INNERGY Design and integrated CAD/CAM solutions. You’ll troubleshoot complex 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 Intercom and Microsoft Dynamics, ensuring responses meet SLAs and deliver a consistently positive experience.
• Communicate complex technical concepts clearly and empathetically to build client confidence and trust.

Technical Troubleshooting

• Diagnose and resolve issues related to INNERGY 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 Intercom AI, improving self-service resolution rates.
• Leverage ticket history and pattern analysis to improve AI accuracy, reduce manual intervention, and scale automation.

Knowledge Management

• Develop and maintain a knowledge base 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 elevate the overall support experience.

• 2+ years in a technical support role, ideally within 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 Intercom, Microsoft Dynamics, or similar systems.
• Excellent written and verbal communication skills, with the ability to explain complex issues clearly and confidently.
• Proven ability to manage multiple tickets in a fast-paced environment with accuracy and composure.

Preferred

• Familiarity with INNERGY 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 AI training methods.
• Detail-oriented approach to ticket categorization, data tagging, and reporting.

Success Indicators

• Maintain client satisfaction scores above defined benchmarks.
• Contribute to measurable reductions in manual ticket load through effective AI training and documentation.
• Deliver accurate, actionable bug reports that accelerate engineering response time.
• Demonstrate continuous improvement in support efficiency, response quality, and knowledge sharing.

Accessibility & Work Environment

INNERGY 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. INNERGY is committed to supporting employee wellbeing, flexibility, and a safe working environment across all regions.