Bilingual Tech Support Representative

2 weeks ago

Brampton, Canada Canon Canada Full time

**Bilingual (English-French) Technical Support Representative (Hybrid)**

**Call Center - 7 Hour days - No Weekends Hybrid - Brampton, Ontario**
- Are you tech-savvy
- Do your friends or family call you when they can’t get their tech to work?

If so, this could be the role for you

As a member of the Canon team, you’ll help our customers with a number of consumer products including, but not limited to, fax machines, scanners, and printers. You will act as Canon a brand ambassador and the first point of contact for our clients. You’ll put your problem-solving skills to work to identify each consumer’s unique inquiry and direct them to a suitable solution, ensuring that every case is resolved in a satisfactory manner.

**ROTATING SHIFTS - Must be available**:
Monday - Friday: 11am to 4pm

We are excited to offer a new and adaptive way of working that provides flexibility in the workforce while maintaining operational readiness By blending remote and in-office work, we are able to take advantage of the independence and flexibility that comes with working from home, and the collaboration, teamwork and sense of belonging that comes from working together face-to-face. Our Workstyle Program offers the best of both situations: structure and sociability with independence and flexibility.

**Key Responsibilities**:

- Define, diagnose and troubleshoot consumer product problems
- Assist customers with clear communication and step-by-step solutions
- Follow appropriate escalation process of unresolved issues
- Offer upgrades and pre-sales assistance when applicable
- Update CRM database with detailed information regarding customer inquiries
- Achieve monthly KPIs and metrics, such as Call Handle Time and Abandon rates
- Adhere to established quality assurance guidelines for all customer inquiries

**To Succeed, You Will Need**:

- ** French and English proficiency**:

- 1-year experience in a call center or customer service environment
- Analytical skills to assess multiple situations and perspectives, and arrive at an appropriate solution for the customer
- Strong computer and technical skills to troubleshoot driver installations and products
- Ability to organize time, set priorities and multi-task in order to meet KPIs
- Proven customer relations skills with professional and courteous telephone manner
- Exemplary written and oral communication skills

**Why Join?**

**COVID-19 SAFETY PRECAUTIONS**:

- Canon is committed to the health and safety of our employees, customers and communities.

**WORKSTYLE**:

- This position offers a** Hybrid work schedule**.

**EMPLOYEE PERKS**:

- Employee referral program
- Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products
- Community involvement

Come and join our team and reap the rewards as we work to take Canon to the next level

We offer competitive compensation, comprehensive benefits, exceptional growth potential and stability, all within a casual and professional work environment.

While we appreciate all applicant submissions, only those considered to be most qualified will be contacted for further assessment.

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