Bilingual Technical Support Representative

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

**Call Center - 7 Hour days - No Weekends or Evenings**
- Parlez vous en français et anglaise(e)
- Are you tech savvy?
- Do you enjoy helping people resolve technical issues?

NOTE: Rotating shifts - must be available 9:00AM - 5:00PM and 10:00AM - 6:00PM from Monday to Friday

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 customer with step-by-step problem resolution
- Ensure appropriate escalation of non-completed matters
- Offer pre-sales assistance when applicable
- Answer telephone inquiries daily ensuring various key performance metrics such as Call
- Achieve monthly KPIs and metrics, such as Call Handle Time and Abandon rates
- Enter all telephone customer inquiries into CRM database
- Complete all telephone inquiries according to established quality assurance guidelines

**To Succeed, You Will Need**:

- High school diploma; Post-secondary education is preferred
- 1-3 years experience in a call centre 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.

**REMOTE WORK**
- This position offers a Virtual work schedule. You will be 100% remote and not required to report to the office unless there is a specific business need (work schedules and office reporting requirements may change from time to time based on business needs)

**BENEFITS**
- Comprehensive health coverage plan that includes medical, dental and vision
- Life insurance, disability and wellness programs
- Vacation, Paid Personal Time and Sick days
- Matching RRSP contribution & Profit Sharing Program
- Tuition Assistance Program for professional continuing education
- Discounts on Canon products, retailers, memberships and more

**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.

Since 1973, Canon Canada has been the leading provider of consumer, business, professional and medical digital imaging innovation. Technology continuously changes, but our vision and commitment to delivering exceptional solutions and great customer experiences never does.

Headquartered in Brampton, Ontario, with 12 additional offices across the country, Canon is the preferred choice for technology and services that enhance the lives of people and drive business performance. We are committed to the highest level of customer satisfaction and loyalty, and provide 100% Canadian-based service and support for every product we distribute.

Every day our team comes to work excited to tackle real-world challenges, conceive new ideas and develop groundbreaking, innovative solutions — to make a difference for our customers, our business partners, our colleagues and our company.

We’re proud of the difference we make for our customers and our business partners, and in the communities where we live and work.