Bilingual Technical Support Supervisor

BD; Ontario; Remote; CAD 100,000 - 125,000; Full time

Job summary

A global medical technology company is seeking a Bilingual Technical Support Supervisor. This remote position requires excellent communication in French and English. Responsibilities include facilitating daily operations, supervising the technical team, and ensuring high-quality customer service. Ideal candidates have 3-5 years in technical support and supervisory experience. The role emphasizes organization and leadership within a fast-paced environment.

Benefits

Equal Opportunity Employer

Accommodations for disabilities

Qualifications

• 3–5 years of experience in customer service in technical support environments.
• 3 years of experience supervising in a technical support environment.

Responsibilities

• Facilitate morning SCRUM meetings and set priorities.
• Serve as the escalation point for Application Support.
• Supervise technical assessments for computer specifications.

Skills

Fluent in French and English

Strong data-driven decision-making

Proven leadership abilities

Strong active listening

Organizational skills

Education

College degree in Computer Science or related discipline

Tools

PostgreSQL

SQL Server

Python

PowerShell

Job description

Overview

Join to apply for the Bilingual Technical Support Supervisor role at BD.

BD is a global medical technology company focused on advancing the world of health. This role is remote-based and can be located in Manitoba, Ontario, or Quebec.

Responsibilities

Supervision Tasks

• Facilitate morning SCRUM meetings, outlining daily plans and setting priorities.
• Serve as the escalation point for Application Support and IT teams, assisting with ticket resolution.
• Oversee timecard reviews and approve time-off requests.
• Prepare and present monthly and quarterly Pharmacy Automation Customer Support Center performance reports.
• Foster employee engagement and professional development.
• Provide direct coaching and promptly address incidents requiring disciplinary action.
• Analyze customer feedback from surveys and take appropriate action.

Technical Tasks

• Install and configure SynSoft, an in-house developed software, for customers.
• Oversee software commissioning, configuration and deployment.
• Prepare and import data into the system, including drug lists, price lists, and EAN / UPC lists.
• Customize SynSoft software according to client specifications.
• Manage drug conversion tables to ensure accuracy.
• Update and correct database information, including pricing and medication details.
• Debug software issues and escalate complex cases to Level 3 when necessary.
• Provide customer support for software functionality and usability.
• Configure file exchange directories for seamless integration with pharmacy management systems.
• Resolve issues related to information shown on blister card labels.
• Oversee computer replacement processes and manage the ordering and shipping of computer units and components.
• Supervise technical assessments to gather computer specifications and conduct performance analyses of computer systems.

IVR Tasks

• Oversee administration of the IVR application, call routing, monitoring, reporting, and administration.
• Use workforce analytics and IVR reports to ensure staffing meets customer demand and monitor service-level trends.
• Ensure efficient use of agent states and auxiliary codes.

Ticketing Tasks

• Manage case delegation, follow-up and escalations; ensure timely and efficient ticket handling.
• Distribute tickets based on urgency, complexity, and team expertise.
• Escalate complex or unresolved tickets as needed and track response / resolution times to meet SLAs.
• Identify process improvement opportunities and mentor staff in best practices; document issues and resolutions for knowledge sharing.

Other Tasks

• Act as a customer advocate and point of contact for key CSC initiatives and corporate projects.
• Participate in supervisor on-call rotation.
• Maintain strong analytical mindset to diagnose and resolve technical challenges.
• Collaborate with BD teams and customers; translate technical concepts into user-friendly explanations.
• Promote Knowledge-Centered Service (KCS) article creation and utilization.

Education and Experience Required

• College degree in Computer Science or related discipline (software oriented).
• 3–5 years of progressive experience in customer service within technical support environments; experience in call center operations, workflow management, and support escalation procedures.
• 3 years of experience supervising associates in a technical support environment, ensuring efficient operations and high-quality customer service.

Knowledge and Skills Required

• Fluent in French and English (read, write, speak) with excellent communication skills.
• Strong data-driven decision-making and critical thinking.
• Proven leadership and interpersonal abilities with talent for developing teams.
• Positive, collaborative work attitude; strong active listening and empathy.
• Clear and professional communication; ability to explain complex concepts simply.
• Patience, composure, and strong de-escalation skills.
• Highly organized and results-oriented in fast-paced, team environments.

Technical Skills

• Knowledge of remote connection tools (LogMeIn, Bomgar, ScreenConnect, VNC).
• Databases : PostgreSQL, SQL Server; SQL querying (SELECT, UPDATE, DELETE); performance optimization concepts.
• Data handling : flat files, XML, CSV, XLS; data conversions; Adobe PDF reporting; advanced Excel.
• Scripting : Python, PowerShell, Batch.
• Windows systems : services, NTFS permissions, event handling, debugging; printer configuration and driver management.
• Core networking concepts : TCP / IP, Internet protocols, subnets, ports.

Additional Information

BD emphasizes in-office collaboration for most roles with a minimum presence requirement; remote options or location-specific arrangements may apply per posting. Employment may require proof of vaccination or related accommodations in compliance with applicable laws. BD is an Equal Opportunity Employer and provides accommodations for applicants with disabilities upon request at HR.

About BD

For more information visit BD careers : https : / / bd.com / careers

Note: The description may include bilingual content and location details specific to Canada (Quebec, Ontario, Manitoba).

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