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Bilingual Technical Support Specialist

2 months ago

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

Adecco Canada is seeking a highly skilled and 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 exceptional technical support to our customers and internal teams.

Key Responsibilities
  • Provide technical support to customers and internal teams for our cloud-based proprietary solution.
  • Troubleshoot complex hardware, software, and firmware issues in a 24/7 business operation.
  • Conduct analysis of device data using analytics tools to identify the correct path for troubleshooting.
  • Investigate network and connectivity issues.
  • Manage case queues to meet service levels and advise customers of status until resolution.
  • Isolate potential hardware failures and software issues for our wirelessly connected safety products.
  • Resolve customer concerns via email, phone, and chat to meet technical support service levels.
  • Recognize technical problems and trends and collaborate with internal support teams to determine escalation and resolution.
  • Process RMA requests into our ERP system with accuracy.
  • Assist internal teams by providing technical information about our products.
  • Make recommendations for operating improvements.
  • Ensure the privacy of customer data through various validation and verification methods.
  • Configure customer life-saving devices using our proprietary portal.
Requirements
  • Must be legally eligible to work and reside in Canada.
  • Fully bilingual in English and Spanish.
  • Post-secondary education in a technology discipline (Technology, Instrumentation, Electronics, Power Engineering, etc.).
  • Minimum of 2 years of experience in a technical support capacity.
  • Excellent troubleshooting skills and applied logic for problem solving.
  • Ability to build rapport with customers verbally and through email communication.
  • Demonstrated ability to take ownership and drive solution-based results.
  • Experience with a case management system and technical escalation protocols.
  • Knowledge of PowerBI or other analytics tools for analysis and trouble shooting.
  • Proven track record supporting multiple technologies on various platforms.
  • Passionate technologist, eager to explore new skills and technology.
  • Organized, detail-oriented, and possess a high level of accuracy in your work.
  • A team player who offers solutions and ideas to continually improve the business.
  • Curious and proactive in your approach to understanding customer issues.
  • Strong business acumen and use a logical approach when faced with a problem.
  • A self-motivated individual with a positive attitude, wanting to make a difference within your team and the business.
  • Adaptable to uncertain situations and change of priorities with ease.
  • Excited by our growth and want to excel in your career.
  • A professional committed to supporting safety and understands the impact your role has in protecting our customers.