Technical Optical Specialist - Customer Support

A leading company in its field is actively seeking a Technical Optical Specialist - Customer Support to join its customer service team in Montreal. This unique and challenging role bridges the gap between high-level customer service and technical optical support. If you have a solid understanding of ophthalmic lenses, enjoy solving technical problems, and want to transition away from retail sales to a stable daytime, weekday schedule, this Technical Optical Specialist - Customer Support opportunity in Montreal is for you. As a Technical Optical Specialist - Customer Support, you will act as the technical reference for your colleagues and eye care professionals.

Advantages
* Highly competitive annual salary established between $75,000 and $90,000, depending on your experience.
* Quarterly bonus program based on individual performance and company results.
* Comprehensive 100% medical and dental insurance coverage.
* Generous paramedical care budget amounting to $1,500.
* Stable Monday to Friday work schedule, with no evenings or weekends.
* Thorough onboarding process with a standardized 4 to 5-week training program.
* Clear tiered professional advancement structure to support your career plan.
* Opportunity to transition to a hybrid work model after the initial onboarding period.

Responsibilities
* Handle a volume of approximately 55 interactions per day (inbound calls, outbound calls, and emails) to guide and advise optical professionals.
* Process, analyze, and manage the claims and returns workflow to identify technical anomalies in collaboration with the laboratory.
* Provide advanced technical support and act as a key point of contact for the internal and external sales teams.
* Assist with the ongoing training and coaching of new hires regarding quality inspection standards and optical concepts.
* Navigate fluidly through the Genesis phone system and DVI order management software on a daily basis.

Qualifications
* Several years of hands-on experience in an optical laboratory (ideally in edging and mounting), or within a retail clinic or dispensary.
* Solid technical understanding of lenses and how they function, combined with a strong curiosity to learn.
* Excellent communication and customer service skills, paired with a problem-solving mindset.
* Comfortable with a sedentary office role and managing continuous phone calls.
* High proficiency in IT, with the ability to navigate multiple internal software programs and systems simultaneously.
* Proven ability to work calmly and efficiently in a fast-paced environment.
* Language Justification: Our client operates both in Canada and internationally. The company takes all reasonable measures to limit the number of positions in Quebec that require knowledge of a language other than French, demanding it only when necessary and when existing bilingual employees cannot fulfill these duties. Based on an assessment conducted by our client, it has been determined that this position requires candidates to be fluent in English (both spoken and written). Specifically, this role will require the employee to collaborate with and provide necessary support to colleagues and business functions located outside of Quebec who do not speak French.

Summary
**Application Instructions**
Does this challenge appeal to you and are you looking to propel your career in Montreal? We want to hear from you. Please send your resume directly to the attention of Pierce at the following address: pierce.ashton-kane@randstad.ca.

**Referral Program**
Do you know the perfect candidate for this role? An attractive referral bonus may be offered for any candidate recommendation that leads to an official hire. Feel free to share this opportunity within your network.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.