Bilingual Technical Helpdesk Analyst L1

Panasonic; Niagara-on-the-Lake; On-site; CAD 40,000 - 51,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental and Vis​

Retirement Pension Plan (RPP/DCPP)

Group Retirement Savings Plan (RSP)

Tuition Reimbursement

Employee Purchase Program

EFAP

Job summary

Panasonic Canada Inc. is seeking a Bilingual Technical Helpdesk Analyst L1 for our Niagara-on-the-Lake office. You will respond to customer inquiries in English and French via phone and email, providing timely resolutions and escalating when necessary.

The role is full-time and onsite, with a 24/7/365 operation and flexible scheduling. Responsibilities include providing bilingual technical support, guiding customers on equipment operation, and maintaining logs.

Qualifications

• Must be fully bilingual in English and French.
• A+ or equivalency, customer care related & technical helpdesk support.
• Microsoft Office, including Excel, Word, Outlook – Advanced.
• Routine problem solving with some non-routine elements.
• Establish rapport with team members to effectively solve problems.

Responsibilities

• Provide bilingual technical support via telephone and email for timely resolution of customer issues.
• Assist customers with general programming and operational errors.
• Suggest improvements to operational efficiencies and guide customers to tools or manuals.
• Coordinate with management/sales/technical staff to resolve non-routine issues.
• Maintain logs and knowledge of products and services.
• Assist new agents with call center routines.

Skills

Bilingual English/French

A+ or equivalency

Microsoft Office Advanced (Excel/Word/

Education

A+ or equivalency (customer care related)

Job description

Overview

WHO YOU ARE AT PANASONIC CANADA:

Panasonic Canada Inc. is currently looking to hire for the position of Bilingual Technical Helpdesk Analyst L1.

Responds to customer inquiries in both English and French via telephone and email, providing timely problem resolution in accordance with established service level standards. Consults with management, technical, or sales staff on non-routine issues and escalates matters as required. Participates in team-based problem resolution efforts and performs other duties as assigned.

This is a full-time position.

This position is onsite. Any office-based work will be performed from our Niagara on the Lake office.

This role supports a 24/7/365 business environment and requires schedule flexibility to meet operational needs.

Candidates must be legally eligible to work in Canada at the time of application. Please note, Panasonic Canada Inc. does not offer sponsorship to individuals for the purpose of obtaining temporary work permit/visa or permanent residency.

Responsibilities

WHAT YOU’LL DO:

• Provides bilingual technical support through telephone & e-mail for timely resolution of customer issues. Assists customers with general programming, and or operational errors.
• Make suggestions to improve operational efficiencies. Provides guidance to customers on operation of equipment. Refers customers to online tools or manuals, technical or sales staff.
• Liaises with management, sales, or technical staff to resolve non-routine elements or issues. Participated in team resolution of non-routine issues or initiatives. Initiates call back protocols as required
• Maintains required logs, and related files
• Maintains detailed and current knowledge of products and services.
• Assists new agents with call center routine.

Qualifications

MUST-HAVES:

• A+ or equivalency, customer care related & technical helpdesk support.
• Fully bilingual (English & French)
• Microsoft Office, including Excel, Word, Outlook – Advanced
• Routine problem solving with some non-routine elements.
• Establish rapport with team members to effectively solve problems and solicit

opinions.

• Courteously exchanges factual information in a customer complaint environment.
• Calms irate or stressed customers in down time situations.
• Quickly establishes rapport to elicit productive answers to investigative questions that result in timely and accurate solutions.
• Occasional communication of bad news

WHAT YOU’LL EARN:

The annual wage range for this position is $40,000 - $51,000 CAD.

Actual compensation offered to the selected incumbent will vary depending on the individual’s knowledge, skills and experience related to the role.

BENEFITS & PERKS – WHAT’S IN IT FOR YOU:

Panasonic Canada prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health.

• Comprehensive Medical, Dental and Vision Coverage with a Health Spending Account
• Panasonic Retirement Pension Plan (RPP/DCPP)
• Group Retirement Savings Plan (RSP)
• Pregnancy Leave Top Up
• Education Assistance Program/ Tuition Reimbursement
• Employee Purchase Program
• Employee & Family Assistance Program (EFAP)
• Competitive Rates on Home and Auto Insurance
• Employee Volunteer Program – Paid Time Off for Volunteer Days
• Onsite Events!
• And many more benefits & perks

HYBRID WORK MODEL

Panasonic Canada Inc. supports a hybrid work model. We understand that flexibility is essential for employees to do their best work while also balancing personal and life needs. Employees can expect to be in the office for a variable number of days per week based on the needs of the business unit, while having the ability to also work remote.

Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule.

WHO WE ARE:

Meet Panasonic! Panasonic Canada Inc., a subsidiary of Panasonic Corporation of North America, is a leading provider of Consumer Lifestyle technologies, as well as innovative Smart Mobility, Sustainable Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients. Panasonic is creating technologies that move us.

At Panasonic Canada, we do more than just offer great products and solutions. We pride ourselves in promoting gender and culture equality, as well as encouraging personal growth and success to elevate our 350+ employees to their full potential. Their passion has been one of the driving forces behind our success for more than 100 years.

DIVERSITY, EQUITY, & INCLUSION AT PANASONIC CANADA, INC.

In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential. We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees.

AODA POLICY

Panasonic Canada Inc. has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

Only candidates selected for an interview will be contacted.

We thank you for your interest in working for Panasonic Canada Inc.