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Bilingual Technical Support
Bilingual Technical SupportAdecco Canada • Etobicoke, Ontario, Canada
Bilingual Technical Support

Bilingual Technical Support

Adecco Canada • Etobicoke, Ontario, Canada
Il y a plus de 30 jours
Type de contrat
  • Temps plein
  • Temporaire
  • Quick Apply
Description de poste

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 :

  • Fluency in English and French (oral and written) - required.
  • Excellent verbal and written communication skills, with the ability to interact with customers, end-users, and all levels of the organization.
  • Strong organizational skills and the ability to prioritize and manage multiple tasks with competing deadlines.
  • Demonstrated problem-solving skills and a commitment to delivering high levels of customer service.
  • Ability to work both independently and as part of a team in a fast-paced, evolving environment.
  • A positive attitude, willingness to learn, and the ability to accept and apply feedback.
  • Strong phone and active listening skills, with a patient, professional, and customer-focused approach.
  • Comfort working with CRM systems and business software (e.g., Salesforce, SAP, MS Office 365).

    • Assets (Nice to Have) :

  • Knowledge of communication protocols such as RS485, RS232, Zigbee, etc.
  • Previous experience in a technical support, call centre, or customer care role.
  • Familiarity with Android, iOS, smart home technology, and connected devices.

    • Education & Experience

  • Associate's degree, college diploma, or equivalent experience in a related field (technical support, IT, electronics, or similar).
  • Previous technical support and / or call centre experience is strongly preferred.
  • Proficiency in Windows and Microsoft 365 (Office 365).

    • Working Hours

  • Standard full-time hours : 9-hour workday including 1-hour unpaid lunch,

    • Monday to Friday during regular business hours.

    Compensation & Benefits

  • Competitive salary commensurate with experience.
  • Comprehensive group benefits package, which may include :

    • Health benefits

  • Life and disability insurance
  • Retirement savings plan (e.g., RRSP-matching or similar plan)

    • 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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    Bilingual Technical Support • Etobicoke, Ontario, Canada

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