Bilingual (English/French) Technical and Sales Support Agent

2 weeks ago

Brampton, Canada Solutions 2 Go Full time

About Solutions 2 GO

Privately held Solutions 2 GO Inc. is a multinational distributor of video game, mobility and consumer electronic products that serves leading retail, publishing, and manufacturing partners across the globe. An industry pioneer, highly regarded Solutions 2 GO Inc. has earned a plethora of awards and distinctions collectively by its valued partners and industry experts.

We are looking to hire a Technical and Sales Support Agent

Technical and Sales Support Agent is a support role on the Global support team for one of the key mobility brands represented by Solutions 2 GO. The support agent role is responsible for implementing the support workflow and implementing the directives of management. The support agent will work with management to continually ensure there are adequate resources, systems, tools, and reporting to properly support the business. The support agents' primary function is to provide hands-on customer support and training as required and to assist sales with customer presentations at customer and trade events.

Duties & Responsibilities:

Sales Development Support

Working closely with the sales teams at both Solutions 2 GO and the vendor for new business development demonstrating the brands' system and products to develop new business with new and current accounts. This includes:

  • Travel when and where necessary (30%)
  • Industry events and customer events
  • High-level customer engagements
  • This role customer-facing

Training

The support lead will collaborate on the development of and continual improvement of our training and support with management. This includes:

  • Understanding and being able to demonstrate best practices for setup, maintenance, and daily use of the brands' products and equipment.
  • Enhancement of training curriculum for retail staff, sales teams, and other key stakeholders
  • Updating and maintaining all departmental tracking tools
  • Travel when and where necessary

Support

  • To support retailers and other customers in Canada through all supported mechanisms and to provide ancillary support to LATAM or the USA when available.
    • Bilingual preferred (French Canadian)
  • Understand where to find and provide resources for support as required.
  • Track and measure support items including open tickets, calls, emails, and resolutions.
  • Travel as needed for support and training purposes.

System and Tools

Understand all aspects of the company's API and system as well as the various tools and reports to ensure maximum uptime and proper support for users including:

  • Internal applications
  • Excel
  • Fresh Desk
  • Teams
  • WhatsApp
  • Reporting tools

Other Responsibilities

  • Ensure that customer issues are appropriately addressed, researched, and accurately resolved in a timely manner.
  • Ensure proper escalation occurs for unresolved issues and assign appropriate priority.
  • Assist in troubleshooting technical issues and use those opportunities to further mentor the team.
  • Refine and implement the methods, procedures, tools, and policies to ensure high-quality service is delivered to customers.
  • Collaborate with all relevant departments, and provide feedback as needed.
  • Maintain a knowledge base of known issues and solutions.
  • Proactively identify repeating issues, missing features, and customers at risk and implement methods to eliminate them.

Skills & Qualifications:

    • Bilingual in English and French Canadian (Preferred)/ Spanish will be an asset
    • High school diploma or equivalent
    • Some college or technical school preferred
    • Minimum 2 years in a technical support and/or customer support role
    • Consumer electronics or telecommunications is an asset

The successful candidate will receive a conditional offer which will be contingent upon a successful background clearance obtained through our contracted third-party vendor. The standard clearance requirements depend on the position and may include some or all of the following: criminal or credit clearance, employment verification, education verification, and driver's abstract review. If you have any questions along the way, please do not hesitate to ask.

Solutions 2 GO Inc. is committed to creating a diverse and inclusive workforce. For individuals requiring accommodations or support throughout the recruitment process please contact the HR team. #LI-LA1

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