Bilingual Technical Customer Service Agent / Agent au service à la clientèle technique Bilingue[...]

OPENLANE; Toronto; Remote; CAD 30,000 - 60,000; Full time

Job summary

A leading technology firm in Toronto is seeking a Bilingual Technical Customer Service Agent to join their team. The ideal candidate must have experience in customer service and technical support, be proficient in both English and French, and have strong problem-solving skills. This remote position offers an hourly wage of $23.00 - $25.00, and the chance to contribute to customer satisfaction in a dynamic work environment.

Benefits

Competitive pay

Medical, dental, and vision benefits

Paid Vacation, Personal, and Sick Time

Qualifications

• 3+ years of customer service or technical support experience.
• Ability to troubleshoot within technical applications.
• Excellent oral and written communication skills.

Responsibilities

• Handle inbound customer inquiries and provide timely responses.
• Initiate outbound calls to address customer concerns.
• Collaborate with cross-functional teams to improve customer experience.

Skills

Bilingual English and French

Customer service experience

Technical troubleshooting

Organizational skills

Education

Bachelor’s degree in business or related field

Tools

Salesforce

CRM software

Job description

Overview

OPENLANE makes wholesale easy so our customers can be more successful. We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles. We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. We’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values

• Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.
• Relentless Curiosity. We seek to understand and improve our customers’ experience.
• Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.
• Fearless Ownership. We deliver what we promise and learn along the way.

What We Offer

• Competitive pay
• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
• Immediately vested 401K (US) or RRSP (Canada) with company match
• Paid Vacation, Personal, and Sick Time
• Paid maternity and paternity leave (US)
• Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
• Robust Employee Assistance Program
• Employer paid Leap into Service Day to volunteer
• Tuition Reimbursement for eligible programs
• Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
• Company culture of internal promotions, diverse career paths, and meaningful advancement
• This is a Remote position in Canada.
• Hours: Monday to Friday 7:00 am to 8:00 pm EST; Saturday 8:00 am to 6:00 pm EST. Agents are scheduled for 8.5-hour shifts (40-hour work week during business operations).

We’re Looking For

We are seeking a Bilingual Technical Customer Service Agent with experience providing exceptional customer service and troubleshooting. You will be part of a Global Customer Service team responsible for ensuring customer satisfaction and issue resolution. In this role, you will have the opportunity to use your experience in prioritizing customer needs, resolving issues efficiently, and maintaining a positive customer-centric approach. You must have the ability to navigate multiple systems and software to ensure you attempt to have a first-contact resolution. The ideal candidate will have 2+ years of experience in customer service or technical support with the ability to develop a strong understanding of our product offerings.

You Are

• Customer-Focused. Your primary focus is on understanding and meeting the needs of our customers.
• Effective Communicator. You possess strong communication skills, both verbal and written.
• Adaptable. You are flexible and can easily adapt to changes in procedures, priorities, and technology.
• Resolute. You strive for excellence to obtain First Contact Resolution.
• Technically Proficient. You have a solid understanding of technical troubleshooting and can assist customers with site navigation, login issues, and functionality across platforms.

You Will

• Handle inbound customer inquiries and provide timely and accurate responses.
• Initiate outbound calls to address customer concerns and ensure a positive experience.
• Work across multiple channels including chat, written cases, and phone calls.
• Collaborate with cross-functional teams to expedite issue resolution and improve the customer experience.
• Assist customers with technical troubleshooting across multiple platforms.
• Use CRM software (GDC Salesforce) and a contact center telephony system to track interactions and manage cases.
• Handle approximately 60–100 interactions per day while maintaining quality standards.

Must Have’s

• Bilingual English and French (written and spoken).
• 3+ years of customer service or technical support experience.
• Bachelor’s degree in business or related field; related experience may substitute for a degree.
• Proficiency in handling inquiries, resolving issues, and managing customer expectations.
• Strong organizational and time management skills.
• Ability to troubleshoot within technical applications and manage multiple tools simultaneously.
• Excellent oral and written communication skills.
• Experience with Salesforce or any CRM and contact center telephony system.
• Technical troubleshooting experience in a SaaS environment.

Nice to Have’s

• Experience using CRM software for tracking interactions.
• Previous experience in the automotive industry.
• Familiarity with our product offerings.

If this sounds like a match, apply now. We look forward to hearing from you!

Compensation Range : Hourly $23.00 - $25.00

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