Support Specialist – Webfactory (French Speaker)

About the role

We are seeking a bilingual Support Specialist to join our Website Support team. You will be the first point of contact for users, handling day‑to‑day website updates, incident resolution, and ensuring smooth communication between users, stakeholders, and technical teams.

Key responsibilities

• Provide Level 1 support operations for website users.
• Manage website updates, user requests, and incident resolution.
• Act as the communication bridge between users, stakeholders, and technical teams.
• Align user needs with team priorities and technical requirements.
• Monitor support performance and maintain service quality.
• Promote best practices in accessibility, security, and GDPR compliance.

Required profile

• Degree in Computer Engineering or a related field.
• Fluent in spoken and written English and French.
• Adaptable to new contexts and challenges.
• Team‑oriented mindset with strong interpersonal and communication skills.
• Proactive problem‑solving attitude.

Required skills

• Incident Management tools – EasyVista (nice to have).
• Web analytics – Matomo (nice to have).
• Knowledge of SEO principles.
• Understanding of GDPR and data‑privacy regulations.
• ITIL concepts or certification (nice to have).