Bilingual Technical Support- Field Agent Support / Returns Processing (English / French)

Akkodis group; Mississauga; On-site; CAD 30,000 - 60,000; Full time

Job summary

A technical services provider in Mississauga is seeking a Bilingual Technical Support Representative to provide support in English and French. The role involves troubleshooting hardware issues, managing returns, and documenting customer interactions. Candidates must possess strong organizational skills and experience in tech support, particularly with smart home devices. This position offers an opportunity to ensure customer satisfaction in a fast-paced environment.

Qualifications

• Fluent in English and French (written and verbal).
• Strong organizational and time management skills.
• Tech-savvy with Android, iOS, and smart home technologies.

Responsibilities

• Provide technical support via phone, email, and web cases using Salesforce.
• Record and identify returned products in SAP.
• Accurately document customer interactions and resolutions.

Skills

Fluent in English and French

Strong organizational skills

Problem-solving abilities

Customer satisfaction focus

Active listening skills

Education

Associate’s degree or equivalent experience

Tools

Salesforce

SAP

Windows

Office 365

Job description

Job Title : Bilingual Technical Support Representative / Returns Processing (English / French)

Reports To: Technical Services & Support Manager

Location: Mississauga - ONSITE

Job Summary

The Bilingual Technical Support Representative provides technical assistance in both English and French for operating and troubleshooting products. This role also supports the after-sales process by evaluating and processing product returns. Experience supporting hardware installation for smart-home devices or similar low-voltage products is essential.

Key Responsibilities

Technical Support

• Provide support via phone, email, and web cases using Salesforce.
• Offer step-by-step troubleshooting guidance.
• Reference manuals to assist users with hardware / software usage.
• Share product knowledge (e.g., wiring instructions, specific functions) with sales managers and customers.
• Handle customer complaints, offer timely solutions, and follow up to ensure resolution.
• Build trust through active listening and clear communication.
• Accurately document customer interactions and resolutions in Salesforce.
• Follow SOPs to manage ticket volumes and meet service level standards.
• Identify and report product quality issues.

Returns Processing

Returns Processing

• Record and identify returned products and part numbers in SAP.
• Manage returns from the Canadian market (motors / controls) in line with departmental guidelines.

Qualifications

• Fluent in English and French (written and verbal).
• Strong organizational and time management skills.
• Proven problem-solving abilities and commitment to service excellence.
• Able to work independently and collaboratively.
• Self-motivated and adaptable in a fast-paced environment.
• Passionate about customer satisfaction and brand experience.
• Excellent multitasking and prioritization skills.
• Strong phone presence and active listening skills.
• Open to feedback and constructive criticism.
• Positive, team-oriented, and eager to learn.

Knowledge & Experience

• Experience supporting hardware installation for smart-home devices or similar low-voltage products.
• Familiarity with communication protocols (RS485, RS232, Zigbee, etc.) - preferred
• Experience with CRM systems (Salesforce, SAP).
• Tech-savvy with Android, iOS, and smart home technologies.
• Proficient in Windows and Office 365.
• Associate’s degree or equivalent experience in a technical support role.