After-Sales Customer Support Specialist

Do you have an innate sense of mechanical logic and excel at solving complex technical problems? Our client, a dynamic and rapidly growing company in the connected fitness and wellness equipment industry, is seeking a talented Senior After-Sales Technical Support Agent to join their team in Ville Saint-Laurent. In this highly autonomous role, you will act as an expert to remotely diagnose various technical issues and provide tailored solutions to a North American clientele. If you are looking to grow within a stimulating and collaborative environment in Ville Saint-Laurent, this opportunity is made for you!

Advantages
* Competitive salary ranging from $45,000 to $60,000 per year, commensurate with your level of experience.
* Comprehensive group insurance program with generous employer contributions.
* Exclusive access to on-site massage therapy once a month for your well-being.
* Two weeks of annual vacation starting in the first year (negotiable based on your profile).
* Flexible 9:00 AM to 5:00 PM schedule in a relaxed work environment located in Ville Saint-Laurent.
* Opportunity to transition to a hybrid work model, including one remote workday per week after 3 to 4 months of service.

Responsibilities
* As an After-Sales Technical Support Agent, you will manage and analyze complex customer technical inquiries received via email (75-80%) and phone (20-25%).
* Remotely diagnose and resolve hardware issues (mechanical adjustments, missing parts, shipping damage) using photos and videos provided by customers.
* Ensure rigorous follow-up on tickets and close requests within a target timeframe of 72 hours using Zendesk and SmartSuite.
* De-escalate sensitive situations with patience and empathy when handling dissatisfied customers.
* Clearly guide and educate consumers to explain the simplicity of repairs in order to maximize product retention.
* Collaborate with the local team to optimize internal after-sales support processes.

Qualifications
* Minimum of 1 to 2 years of relevant experience in customer service or technical support, ideally in managing complex cases or within a call center environment.
* Strong manual skills and applied mechanical aptitude (experience in retail, furniture assembly, or bicycle repair is highly valued).
* High level of professional maturity, excellent stress management, and a demonstrated ability to interact with demanding customers.
* High degree of autonomy and strong analytical skills to formulate effective solutions without preexisting documentation.
* Valid driver's license and access to a personal vehicle required for daily commuting to Ville Saint-Laurent.
* **Language Justification:** Our client operates across Canada and internationally, including the United States and other countries. 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 are unable to fulfill these duties. This Senior After-Sales Technical Support Agent position requires candidates to be fully fluent in both English and French (spoken and written). Specifically, this role will require the employee to communicate daily with English-speaking clients and partners located outside of Quebec, and to cover a territory that extends beyond Quebec, necessitating communication with clients and consumers who do not speak French.

Summary
APPLICATION INSTRUCTIONS
Does this challenge align perfectly with your skills and are you looking to advance your career? Send your resume directly to Pierce at the following email address: pierce.ashton-kane@randstad.ca, indicating the job title in the subject line of your message.

REFERRAL PROGRAM
Do you know the ideal candidate to fill this role? Our referral program allows you to benefit from a highly attractive financial bonus for any candidate recommendation that leads to a successful hire. Feel free to share this opportunity within your professional 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.