Technical Support Specialist (Bilingual French and English) at INNERGY — NeverHard

Job Description 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.