Job Description

We are looking for a Bilingual (French/English) Product Support Tech!

We are looking for:

• Someone who will take TANGIBLE product knowledge & explain to a customer in a simple way
• Experience using Salesforce (3 years ideally)
• Think outside the box to solve problems – if they can’t fix it, escalate it
• Someone who is interested in the product, motivated by learning and growing within the company (tier 2 technical support, tier 3)
• Ideally someone with a technical product background – NOT I.T. HELP DESK background
• Technically inclined
• Top notch customer service / Excellent written and spoken communication skills
• Fit: A1fit, technical background, polished, friendly, good work ethic

A Day in the life:

• About 25 calls per day.
• As soon as phone call comes in, Sales force case opens up. If calls are slow, you work on Salesforces cases coming from the website
• During down time, manager would assign certain projects - Eg. Test something to learn new product
• Eventually would attend trainings in New Jersey, Florida, California. Would be part of bi-weekly meetings to get updates on cases etc.
• Travel is not often - 2/3 times a year depending and this would be for 3-4 days at a time

JOB DUTIES:

• Bilingual technical support & internal product support by phone, emails, and web cases through Salesforce

• Provide step-by-step instructions to fix technological issues

• Access instruction manuals to help users utilize their software or hardware properly

• Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer.

• Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution.

• Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions

• Accurately gather and record customer information, issues, and solutions using Salesforce and other software

• Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards

• Work with Technical Support manager to ensure and find solutions to more complex issues

• Perform other duties assigned by the Technical Support Manager

_QUALIFICATIONS:
MUST BE FLUENTLY BILINGUAL IN FRENCH AND ENGLISH, ORAL AND WRITTEN -- PLEASE DO NOT APPLY IF YOU DO NOT SPEAK FRENCH_

• Knowledge of communication protocols is an asset (RS485, RS232, ZigBee, etc.)

Job Description Summary

• Bilingual is a must (French-English)

• Experience with CRM systems and practices (Salesforce, SAP)

Interview Process:

- 1st Technical Support Manager

- 2nd CSR Manager & Call Centre Manager & New Director

Job Types: Full-time, Permanent

Salary: $60,000.00-$65,000.00 per year

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• RRSP match
• Tuition reimbursement
• Vision care

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Language:

• French (required)

Work Location: In person

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