Posted:
Job Description
We are hiring a Bilingual Technical Support Representative (English/French) 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.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.
Key Responsibilities
As a Bilingual Technical Support Representative / Returns Processing, you will:
- Provide technical support in English and French by phone, email, and web cases (using Salesforce or similar CRM).
- Offer step-by-step troubleshooting instructions to resolve issues related to hardware, software, and connected devices.
- Use instruction manuals and technical documentation to help users correctly operate products and systems.
- Share and explain product knowledge (e.g., wiring instructions, product-specific functions, configurations) to customers, end-users, and internal sales teams.
- Handle customer complaints and inquiries, providing appropriate solutions or alternatives within defined timelines and following up to ensure resolution.
- Build strong, trust-based relationships through active listening, clear communication, and professional conduct.
- Accurately gather, document, and update customer information, issues, and solutions using Salesforce, SAP, or similar systems.
- Follow standard operating procedures to manage open and closed tickets and meet established service level standards.
- Help identify recurring quality issues and communicate them to internal stakeholders.
- Record and identify returned products and part numbers in the information system (SAP or equivalent).
- Manage after-sales returns (motors, controls, and related components) from the Canadian market, following department rules, policies, and objectives.
To be successful in this role, you will have:
- Fluency in English and French (oral and written) - required.
- Excellent verbal and written communication skills, with the ability to interact with customers, end-users, and all levels of the organization.
- Strong organizational skills and the ability to prioritize and manage multiple tasks with competing deadlines.
- Demonstrated problem-solving skills and a commitment to delivering high levels of customer service.
- Ability to work both independently and as part of a team in a fast-paced, evolving environment.
- A positive attitude, willingness to learn, and the ability to accept and apply feedback.
- Strong phone and active listening skills, with a patient, professional, and customer-focused approach.
- Comfort working with CRM systems and business software (e.g., Salesforce, SAP, MS Office 365).
- Knowledge of communication protocols such as RS485, RS232, Zigbee, etc.
- Previous experience in a technical support, call centre, or customer care role.
- Familiarity with Android, iOS, smart home technology, and connected devices.
- Associate's degree, college diploma, or equivalent experience in a related field (technical support, IT, electronics, or similar).
- Previous technical support and/or call centre experience is strongly preferred.
- Proficiency in Windows and Microsoft 365 (Office 365).
- Standard full-time hours: 9-hour workday including 1-hour unpaid lunch,
- Monday to Friday during regular business hours.
- Monday to Friday during regular business hours.
- Competitive salary commensurate with experience.
- Comprehensive group benefits package, which may include:
- Health benefits
- Life and disability insurance
- Retirement savings plan (e.g., RRSP-matching or similar plan)
- Health benefits
@
CAB0517