We are looking for a Bilingual (French/English) Product Support Tech!
We are looking for:
A Day in the life:
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:
Schedule:
Supplemental pay types:
Language:
Work Location: In person
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