Bilingual Technical Helpdesk Analyst L1

Panasonic North America; Niagara-on-the-Lake; On-site; CAD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Bilingual Technical Helpdesk Analyst L1 to provide exceptional customer support. In this dynamic role, you will respond to inquiries, troubleshoot issues, and collaborate with various teams to ensure timely resolutions. Your expertise in customer care and technical support will be essential in maintaining high service standards. This position offers a unique opportunity to work onsite in a collaborative environment, where your contributions will directly impact customer satisfaction. Join a company that values diversity, equity, and inclusion, and be part of a team that has thrived for over a century.

Qualifications

• Experience in customer care and technical helpdesk support.
• Ability to establish rapport and communicate effectively.

Responsibilities

• Provides bilingual technical support via phone and email.
• Liaises with management and technical staff to resolve issues.

Skills

Bilingual Technical Support

Customer Care

Problem-Solving Skills

Communication Skills

A+ Certification

Education

A+ Certification or equivalent

Tools

Microsoft Office (Excel, Word, Outlook)

Job description

Overview

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

Responds to customer inquiries via telephone or email to provide problem resolution in accordance with service level standards. Consults with management, technical, or sales staff for non-routine issues or resolutions. Participates in team problem-solving as required. Performs other duties as assigned.

This is a 12-month contract role.

This position is onsite at our Niagara-on-the-Lake office.

Responsibilities

• Provides bilingual technical support through telephone and email for timely resolution of customer issues. Assists customers with programming and operational errors. Suggests operational improvements. Guides customers on equipment operation. Refers customers to online tools, manuals, or technical/sales staff.
• Liaises with management, sales, or technical staff to resolve non-routine issues. Participates in team resolution efforts. Initiates callback protocols as needed.
• Maintains logs and related files.
• Keeps current knowledge of products and services. Assists new agents with call center routines.

Qualifications

• A+ certification or equivalent, with customer care and technical helpdesk support experience.
• Proficiency in Microsoft Office (Excel, Word, Outlook) – Advanced.
• Routine problem-solving skills with some non-routine elements.
• Ability to establish rapport with team members and effectively communicate in a customer complaint environment.
• Calms irate or stressed customers during downtime.
• Quickly builds rapport to elicit informative answers for investigations, leading to timely and accurate solutions.
• Occasional communication of bad news.

About Us

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

We promote gender and cultural equality, and support personal growth to help our 350+ employees reach their potential. Our passion drives our success for over 100 years.

How to Apply

Please include a PDF copy of your current resume.

Diversity, Equity & Inclusion

We foster an environment where everyone can share their voice and talents safely, with opportunities and resources to realize their potential. We are committed to programs that ensure a diverse, equitable, and inclusive workplace.

AODA Policy

We provide accommodations for applicants with disabilities as needed. If you require accommodations during the recruitment process, please inform us. Only shortlisted candidates will be contacted.

Thank you for your interest in working with Panasonic Canada Inc.