Bilingual Technical Support

Job Description

We are hiring a <strong>Bilingual Technical Support Representative (English/French)</strong> for a leading organization in the home automation/technology sector. In this role, you will provide technical support in both English and French and manage product returns (after-sales support) for customers and internal teams across Canada.<br>This position is ideal for someone who is tech-savvy, customer-focused, and fluent in both French and English, with experience in a call centre, technical support, or customer care environment.<br> Key Responsibilities As a Bilingual Technical Support Representative / Returns Processing, you will:<br><ul><li>Provide technical support in English and French by phone, email, and web cases (using Salesforce or similar CRM).<br></li><li>Offer step-by-step troubleshooting instructions to resolve issues related to hardware, software, and connected devices.<br></li><li>Use instruction manuals and technical documentation to help users correctly operate products and systems.<br></li><li>Share and explain product knowledge (e.g., wiring instructions, product-specific functions, configurations) to customers, end-users, and internal sales teams.<br></li><li>Handle customer complaints and inquiries, providing appropriate solutions or alternatives within defined timelines and following up to ensure resolution.<br></li><li>Build strong, trust-based relationships through active listening, clear communication, and professional conduct.<br></li><li>Accurately gather, document, and update customer information, issues, and solutions using Salesforce, SAP, or similar systems.<br></li><li>Follow standard operating procedures to manage open and closed tickets and meet established service level standards.<br></li><li>Help identify recurring quality issues and communicate them to internal stakeholders.<br></li><li>Record and identify returned products and part numbers in the information system (SAP or equivalent).<br></li><li>Manage after-sales returns (motors, controls, and related components) from the Canadian market, following department rules, policies, and objectives.<br></li></ul> Qualifications To be successful in this role, you will have:<br><ul><li>Fluency in English and French (oral and written) - required.<br></li><li>Excellent verbal and written communication skills, with the ability to interact with customers, end-users, and all levels of the organization.<br></li><li>Strong organizational skills and the ability to prioritize and manage multiple tasks with competing deadlines.<br></li><li>Demonstrated problem-solving skills and a commitment to delivering high levels of customer service.<br></li><li>Ability to work both independently and as part of a team in a fast-paced, evolving environment.<br></li><li>A positive attitude, willingness to learn, and the ability to accept and apply feedback.<br></li><li>Strong phone and active listening skills, with a patient, professional, and customer-focused approach.<br></li><li>Comfort working with CRM systems and business software (e.g., Salesforce, SAP, MS Office 365).<br></li></ul><strong>Assets (Nice to Have):</strong><br><ul><li>Knowledge of communication protocols such as RS485, RS232, Zigbee, etc.<br></li><li>Previous experience in a technical support, call centre, or customer care role.<br></li><li>Familiarity with Android, iOS, smart home technology, and connected devices.<br></li></ul> Education & Experience <ul><li>Associate's degree, college diploma, or equivalent experience in a related field (technical support, IT, electronics, or similar).<br></li><li>Previous technical support and/or call centre experience is strongly preferred.<br></li><li>Proficiency in Windows and Microsoft 365 (Office 365).<br></li></ul> Working Hours <ul><li>Standard full-time hours: 9-hour workday including 1-hour unpaid lunch,<br><ul><li>Monday to Friday during regular business hours.<br></li></ul></li></ul> Compensation & Benefits <ul><li>Competitive salary commensurate with experience.<br></li><li>Comprehensive group benefits package, which may include:<br><ul><li>Health benefits<br></li><li>Life and disability insurance<br></li><li>Retirement savings plan (e.g., RRSP-matching or similar plan)<br></li></ul></li></ul>Don't miss out on this opportunity . Apply now, and our dynamic team of recruiters will reach out if you qualify for this role.<br>@<br>CAB0517<br> <br></br><br>