Bilingual Technical Support Representative

Company Description

As the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and permanent way. Acting for better ways of living means fostering the alliance of a sustainable economic model with environmental protection and self-fulfillment for everyone.
As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. innovation continuously guides our work and guarantees the excellence of our solutions.
We are present in 59 countries, with eight production sites and 17 R&D centers. We are pursuing an ambitious industrial strategy based on “Smart Living” and the value we bring to our customers.
We are committed to reducing our environmental footprint every day. Today, more than 60% of our products are eco-designed, and all will be by 2030. At the same time, we have implemented a responsible purchasing policy that prioritizes local suppliers.
We are deeply committed to the well-being of our 6,880 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.

**Job Description**:
The primary role of the Technical Support Representative is to provide support in French and English for operating and troubleshooting our products to our customers, end-users, and other professionals.
- Provide step-by-step instructions to fix technological issues
- Access instruction manuals to help users utilize their software or hardware properly
- Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer.
- Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution.
- Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions
- Accurately gather and record customer information, issues, and solutions using Salesforce and other software
- Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards
- Work with Technical Support manager to ensure and find solutions to more complex issues
- Perform other duties assigned by the Technical Support Manager

**Qualifications**:

- Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers
- Exceptional organizational skills and ability to prioritize, work with competing deadlines, and ability to adapt to change.
- Proven experience with problem solving skills to deliver highest level of service excellence
- Ability to work both independently and as part of a best-in-class team
- Self
- motivated, ability to thrive in a fast
- moving, and constantly evolving environment
- Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
- Ability to multi-task, prioritize and manage time effectively
- Strong phone skills and active listening
- Accept constructive criticism and customer feedback regarding their experience
- Positive attitude, willingness to learn, team player, outgoing, patient, and genuine
- Knowledge of communication protocols is an asset (RS485, RS232, Zigbee, etc.)

Additional Information

All your information will be kept confidential according to EEO guidelines.