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

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

Job summary

A leading automotive technology company is seeking a bilingual Technical Customer Service Agent. This remote position requires handling customer inquiries, providing technical troubleshooting, and working across multiple channels. Candidates should have at least 3 years of experience in customer service or technical support, along with strong communication and organizational skills. Hourly compensation ranges from $23.00 to $25.00.

Qualifications

• Minimum 3 years of customer service or technical support experience.
• Ability to troubleshoot in technical applications.
• Strong time management skills.

Responsibilities

• Handle inbound customer inquiries and provide accurate responses.
• Initiate outbound calls to address customer concerns.
• Collaborate with cross-functional teams to enhance customer experience.
• Assist customers with technical troubleshooting.

Skills

Bilingual - French / English

Customer service experience

Technical troubleshooting skills

Strong organizational skills

Communication skills

Education

Bachelor's degree in business or related field

Tools

Salesforce

Job description

Overview

Remote position: This is a remote position in Canada.

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. You will prioritize customer needs, resolve issues efficiently, and maintain a customer-centric approach. The ideal candidate will have 2+ years of experience in customer service or technical support and the ability to develop a strong understanding of our product offerings.

Business 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 hours per week) during business hours.

Responsibilities

• 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 enhance the customer experience.
• Assist customers with technical troubleshooting across multiple platforms (site navigation, login issues, permissions, functionality).
• Use CRM software (GDC Salesforce) and a contact center telephony system to track interactions and manage cases.
• Handle approximately 60–100 interactions per day, maintaining quality standards.

Must Have

• Bilingual - French / English (written and spoken)
• 3+ years of customer service or technical support experience
• Bachelor\'s degree in business or related field (or equivalent experience)
• Strong organizational and time management skills
• Ability to troubleshoot in technical applications and manage multiple applications simultaneously
• Excellent verbal and written communication skills
• Experience with Salesforce or other CRM and contact center telephony systems
• Technical troubleshooting experience in a SaaS environment

Nice to Have

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

Compensation

Hourly: $23.00 - $25.00