Bilingual Technical Support Representative

5 days ago

Mississauga, Canada Somfy Systems Inc Full time

Company Description

**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.

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