Bilingual Technical Support

We are hiring a Bilingual Technical Support Representative (English / French) for a leading organization in the home automation / technology sector. In this role, you will provide technical support in both English and French and manage product returns (after-sales support) for customers and internal teams across Canada.

This position is ideal for someone who is tech-savvy, customer-focused, and fluent in both French and English, with experience in a call centre, technical support, or customer care environment.

Key Responsibilities

As a Bilingual Technical Support Representative / Returns Processing, you will :

• Provide technical support in English and French by phone, email, and web cases (using Salesforce or similar CRM).
• Offer step-by-step troubleshooting instructions to resolve issues related to hardware, software, and connected devices.
• Use instruction manuals and technical documentation to help users correctly operate products and systems.
• Share and explain product knowledge (e.g., wiring instructions, product-specific functions, configurations) to customers, end-users, and internal sales teams.
• Handle customer complaints and inquiries, providing appropriate solutions or alternatives within defined timelines and following up to ensure resolution.
• Build strong, trust-based relationships through active listening, clear communication, and professional conduct.
• Accurately gather, document, and update customer information, issues, and solutions using Salesforce, SAP, or similar systems.
• Follow standard operating procedures to manage open and closed tickets and meet established service level standards.
• Help identify recurring quality issues and communicate them to internal stakeholders.
• Record and identify returned products and part numbers in the information system (SAP or equivalent).
• Manage after-sales returns (motors, controls, and related components) from the Canadian market, following department rules, policies, and objectives.

Qualifications

To be successful in this role, you will have :

Assets (Nice to Have) :

Education & Experience

Working Hours

Monday to Friday during regular business hours.

Compensation & Benefits

Health benefits

Don't miss out on this opportunity. Apply now, and our dynamic team of recruiters will reach out if you qualify for this role.

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