Bilingual (English-French) Technical Support Representative - Hybrid

Canon Canada; Brampton; Hybrid; CAD 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a Bilingual Technical Support Representative to join their dynamic team. This engaging role involves assisting customers with a variety of consumer products, troubleshooting technical issues, and ensuring exceptional service delivery through various communication channels. With a hybrid work model, employees will enjoy a blend of remote and in-office work, fostering a collaborative environment. The company offers comprehensive benefits and employee perks, making it an attractive opportunity for those passionate about customer service and technology. If you thrive in a fast-paced setting and are eager to contribute to customer satisfaction, this position is perfect for you.

Benefits

Comprehensive health coverage

Life insurance

Paid Personal Time

Tuition Assistance Program

Free coffee and snacks

Employee gym and fitness centre

Employee referral program

Community involvement

Employee Appreciation Events

Qualifications

• 1+ year experience in a contact center or customer service environment.
• Proven customer relations skills in a multi-channel environment.

Responsibilities

• Deliver exceptional customer service via phone, email, and chat.
• Assist customers with troubleshooting and resolving inquiries.
• Meet monthly KPIs and operational metrics to enhance customer experience.

Skills

Bilingual (English-French)

Customer service skills

Problem-solving skills

Communication skills

Time management

Education

High school diploma

Tools

CRM database

Cloud-based applications

Job description

Overview

Bilingual (English-French) Technical Support Representative - Hybrid

• Are you passionate about creating exceptional customer experiences to ensure that our customers continue to choose our products and services?
• Do you enjoy troubleshooting complex technical issues with a focus on achieving one-call resolution?
• Can you effectively upsell products and services and guide customers to make the right purchasing decisions?

If so, this could be the role for you!

As a member of the Canon team, you will assist our customers with a range of consumer products, such as fax machines, scanners, printers, and photo equipment. You will use your problem-solving skills to identify each consumer’s inquiry and guide them to an appropriate solution, ensuring that every case is resolved satisfactorily.

ROTATING SHIFTS - Must be available:

Monday - Friday, 9:00AM - 5:00PM

Monday - Friday, 10:00AM - 6:00PM

Key Responsibilities:

• Deliver exceptional customer service via telephone, email, and chat to Canon clients with respect and a helpful and professional tone of voice.
• Assist customers with clear direction and communicate with appropriate troubleshooting steps; focusing on customer satisfaction and solutions.
• Finding opportunities on every customer interaction (Phone, Email, Chat) to add value for the customer and Canon by offering updates to their products, or providing detailed information on a pre-sale inquiry.
• Frequently use of our CRM database to navigate and look up customer information, alongside documenting detailed customer information regarding customer interactions.
• The focus is to meet monthly KPIs, Operational Metrics, and employee reliability to ensure the end result is to create a great customer experience.
• Working in a fast-paced environment, collaborating with colleagues and the leadership team while maintaining professionalism and excellent work ethic.

To Succeed, You Will Need:

• French and English proficiency
• High school diploma
• Minimum 1 year experience in a contact center or customer service environment
• Proven customer relations skills professionally and courteously in a multi-channel environment
• Familiarity with computers to learn systems/processes promptly
• Ability to organize time, set priorities and multi-task in order to meet KPIs
• Exemplary written and oral communication skills

Why Join?

HYBRID WORK

• We offer a Hybrid work schedule. You will be in the office Mondays and Wednesdays each week, and can work from home for the remainder of the week (subject to specific business needs requiring office attendance).
• When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools.

BENEFITS

• Comprehensive health coverage plan that includes medical, dental and vision
• Life insurance, disability and wellness programs
• Vacation, Paid Personal Time and Sick days
• Matching RRSP contribution & Profit-Sharing Program
• Tuition Assistance Program for professional continuing education
• Discounts on Canon products, retailers, memberships and more!

EMPLOYEE PERKS

• Free coffee and snacks
• On-site cafeteria and outdoor patio
• Employee gym and fitness centre
• Employee referral program
• Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products
• Community involvement
• Employee Appreciation Events