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Multilingual Technical Support Analyst

2 months ago

Calgary, Alberta, Canada Adecco Canada Full time
About the Role

Adecco Canada is seeking a highly skilled Bilingual Technical Support Analyst to join our team. As a key member of our Safety's Technical Support team, you will play a critical role in providing technical support to our customers and internal teams.

Key Responsibilities
  • Technical Support: Provide technical assistance to customers and internal teams for our cloud-based proprietary solution.
  • Troubleshooting: Troubleshoot complex hardware, software, and firmware issues in a 24/7 business operation.
  • Analysis: Conduct analysis of device data using analytics tools to identify the correct path for troubleshooting.
  • Network and Connectivity Issues: Investigate network and connectivity issues.
  • Case Management: Manage your case queue of customer requests to meet service levels and advise customers of status until resolution.
  • Hardware and Software Issues: Isolate potential hardware failures and software issues for our wirelessly connected safety products.
  • Customer Concerns: Resolve all customer concerns via email, phone, and chat to meet technical support service levels.
  • Technical Problems and Trends: Recognize technical problems and trends and collaborate with internal support teams to determine escalation and resolution.
  • RMA Requests: Process RMA requests into our ERP system with accuracy.
  • Technical Information: Assist our internal teams by providing technical information about our products.
  • Operating Improvements: Make recommendations for operating improvements.
  • Customer Data Privacy: Ensure the privacy of customer data through various validation and verification methods.
  • Device Configuration: Configure customer life-saving devices using our proprietary portal.
Requirements
  • Eligibility: Must be legally eligible to work, and reside in Canada.
  • Language Skills: Fully bilingual in English and Spanish.
  • Education: Post-secondary education in a technology discipline (Technology, Instrumentation, Electronics, Power Engineering, etc.).
  • Experience: Minimum of 2 years of experience in a technical support capacity.
  • Troubleshooting Skills: Excellent troubleshooting skills and applied logic for problem solving.
  • Communication Skills: Ability to build rapport with customers verbally and through email communication.
  • Problem-Solving Skills: Demonstrated ability to take ownership and drive solution-based results.
  • Case Management System: Experience with a case management system and technical escalation protocols.
  • Analytics Tools: Knowledge of PowerBI or other analytics tools for analysis and trouble shooting.
  • Technology Experience: Proven track record supporting multiple technologies on various platforms.
  • Business Acumen: Passionate technologist, eager to explore new skills and technology.
  • Team Player: A team player who offers solutions and ideas to continually improve the business.
  • Customer Focus: You are curious and proactive in your approach to understanding customer issues.
  • Adaptability: You can adapt to uncertain situations and change of priorities with ease.
  • Professionalism: A professional that is committed to supporting safety and understands the impact your role has in protecting our customers.