Bilingual Help Desk Representative

ZOLL Medical Corporation; Mississauga; On-site; CAD 50,000 - 70,000; Full time

Job summary

A medical technology company is seeking a customer-focused helpdesk support specialist in Mississauga. This role involves troubleshooting and assisting customers with complaints, primarily in English and French. Candidates must have a Bachelor's degree in Engineering and 3-5 years of helpdesk experience. The position offers opportunities for career advancement within a growing company dedicated to improving patient outcomes.

Qualifications

• Fluently bilingual in English and French (oral and written).
• 3-5 years of similar work experience in a helpdesk.

Responsibilities

• Answer customers’ complaints on helpdesk.
• Document complaints on Service Requests (SRs) in Oracle database.
• Follow up on loaners with customers.
• Troubleshoot failures over the phone.
• Support customers with software upgrades.

Skills

Excellent communication and interpersonal skills

High attention to detail

Strong troubleshooting skills

High self-awareness and self-management soft skills

Customer-focused

Team player with a positive attitude

Education

Bachelor's Degree (Electrical, Electronic or Biomedical Engineering) or Biomedical Technologist

Job description

Overview

Acute Care Technology At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service. At ZOLL, you won’t just have a job. You\'ll have a career—and a purpose. Join our team. It’s a great time to be a part of ZOLL!

Job Summary

Perform various duties at ZOLL Canada Technical Support Department helpdesk.

Essential Functions

• Answer customers’ complaints on helpdesk
• Document complaints on Service Requests (SRs) in Oracle database as per ZOLL Canada SOPs
• Follow up on loaners with customers (loaners’ retrieval)
• Troubleshoot failures with customers over the phone using critical thinking and referencing ZOLL’s tools and manuals
• Support customers with software upgrades, data communication over the phone
• Possible future 24/7 rotational on-call support for English and French customers
• Other tasks as assigned depending on workload

Required/Preferred Education and Experience

• Bachelor\'s Degree (Electrical, Electronic or Biomedical Engineering) or Biomedical Technologist from a college or university. Required
• Fluently bilingual in English and French (oral and written). Required
• 3-5 years of similar work experience in a helpdesk. Required

Knowledge, Skills and Abilities

• Excellent communication and interpersonal skills
• High attention to detail
• Strong troubleshooting skills
• High self-awareness and self-management soft skills
• A customer-focused individual
• Team player with a positive attitude

Preferred Languages

• English – Intermediate
• French – Intermediate

Travel Requirements

• Travel to the United States will be required periodically

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients\' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.