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Bilingual Technical Support Representative

3 weeks ago

Brampton, Canada Canon Canada Full time

Canon has been at the forefront of digital imaging solutions for more than 80 years. We’ve established a diverse culture that’s made us a respected and successful industry leader. Canon’s corporate philosophy is Kyosei: all people, regardless of race, religion, or culture, harmoniously living and working together into the future. We have been recognized by Forbes as one of Canada’s best employers for diversity.

Each year, we demonstrate our ongoing commitment to environmental sustainability by participating in programs that support this philosophy and our Environmental Charter. Since 2019, Canon Canada has been named one of Canada’s Greenest Employers, an award that recognizes employers leading the way in creating a culture of environmental awareness

We’ve adopted to the new world of work by introducing various workstyles to compliment our philosophy of belonging. We have high expectations of ourselves - and of you. We expect you to be self-motivated and driven and to contribute from Day 1. We want your career with us to be a journey, and we provide the tools to help you succeed and have a valuable role in Canon’s story.

We offer **comprehensive health and wellness benefits, learning and development opportunities, recognition programs, and other perks**.

Come and join our team and reap the rewards as we work to take Canon to the next level

**Bilingual Technical Support Representative - Part Time**
- ** Call Center - No evenings, no weekends**:

- ** 3-4 shifts a week, flexible between 9:00 am to 6:00 pm (ideal shift 11:00 am to 4:00 pm)**

As a Canon Canada team member, you will assist our customers with technical solutions such as troubleshooting network setups, port settings, and Wi-Fi connections for our at-home printers, small office copiers, scanners, and camera products. You'll be Canon’s brand ambassador and the first point of contact for our customers. You will work to identify and problem-solve each customer's unique inquiry and direct them to an appropriate solution, ensuring that every case is a positive experience.

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 customers with clear communication and step-by-step solutions
- Follow appropriate escalation process of unresolved issues
- Offer upgrades and pre-sales assistance when applicable
- Update CRM database with detailed information regarding customer inquiries
- Achieve monthly KPIs and metrics, such as Call Handle Time and Abandon rates
- Adhere to established quality assurance guidelines for all customer inquiries

**To Succeed, You Will Need**
- ** French and English proficiency**:

- 1-year experience in a call center 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.

**HYBRID WORK**

**EMPLOYEE PERKS**
- Free coffee and snacks
- On-site cafeteria and outdoor patio
- Employee gym and fitness centre
- Employee referral program
- Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products.
- Community involvement

Join our team and reap the rewards as we work to take Canon to the next level

Since 1973, Canon Canada has been the leading provider of consumer, business, and professional digital imaging innovation. Headquartered in Brampton, Ontario, with additional offices across the country, 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.

To learn more about Canon, visit careers.canon.ca