Bilingual Technical Support Specialist

**Join an Industry Leader INNOVA Medical Ophthalmics** is Canada’s largest distributor of eye care instrumentation and associated products. We’ve been supplying the Canadian ophthalmic community for more than 30 years with the most comprehensive line of diagnostic instruments, supplies, and support delivered by an exceptional team.

**Are you passionate about technology and health? Do you want to be at the forefront of medical device advancement? Join Our Team**Our team of dedicated employees have been instrumental to our growth. We work hard and we like to have FUN too Regular celebrations and events with our team. _We like to celebrate_

We currently have an opportunity in our **Clinical Department** as **Bilingual Clinical & Technical Support Specialist**. You will be located in our Toronto Head Office.

The **Bilingual** **Clinical & Technical Support Specialist** is responsible for providing support to our external and internal customers for our advanced computer related medical devices distributed by INNOVA.

**Who Are You?**
- You have demonstrated competence in these areas;_
- French Language
- 3 to 5 years experience with IT support for Windows
- Minimum 3 years experiene with Windows Domaine and Group policies
- Experience with healthcard IT and EMR/EHR connection is an asset
- Experience with integrating equipment on an existing network is an asset
- Experience and keen interest in computer networking
- Logic in triaging customer equipment issues
- Excellent analytical and organizational skills
- Excellent problem-solving skills
- Motivated, enthusiastic and energetic
- Excellent listening skills
- Able to work well in a team
- Excellent verbal, written and interpersonal communication skills
- Excellent presentation skills
- Likes to take initiatives and have sense of responsibility
- **What's in it for you?**_
- Opportunity to LEARN
- Competitive PAY & benefits
- Work LIFE balance
- FUN work environment
- the BEST team

**RESPONSIBILITIES**:

- Provide first line support in French to customers for existing equipment through clinical, technical, and IT support
- Escalate complex issues to the appropriate team member while maintaining customer satisfaction.
- Provide support and training in French to customers purchasing new equipment
- Coordinate service repair requirements internally
- Provide quality assurance testing on equipment
- Maintain detailed records of customer interactions and technical resolutions within our CRM system
- Maintains high customer satisfaction standards
- some travel may be required to attend trade shows as a product specialist or client offices for special projects
- Other responsibilities as delegated by the Clinical Support Supervisor

**REQUIREMENTS**:

- Must be Fluent in French and English
- Minimum 3 - 5 years of experience in related jobs
- Excellent communication skills, with the ability to explain technical concepts to non-technical users.
- Networking related certification and/or diploma
- Work experience in networking and IT support for Windows (file sharing, IPs, antivirus, ports)
- Cisco CCNA certification is prefered
- Triage customer support experience would be beneficial
- demonstrated passion for medicine and medical technology
- Must be able to grasp technical knowledge of INNOVA’s equipment to provide guidance to customers (training will be provided)
- Quick and efficient work execution
- Some travel may be required for onsite training, trade shows and other onsite responsibilities
- Valid Ontario driver's licence is an asset

Pay: $60,000.00-$70,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program

Application question(s):

- Fluency in French is a must have for this role. How would you rate your French language skills? 1. conversational 2. I can communicate in a professional environment both verbal and written or 3. French is my native language

**Education**:

- DCS / DEC (preferred)

**Experience**:

- Customer facing customer support: 1 year (required)
- Triage customer support: 1 year (preferred)
- Computer networking: 3 years (required)
- IT support for Windows: 3 years (required)

**Language**:

- French (required)

Licence/Certification:

- Ontario Driver's licence (preferred)
- CCNA Certification (preferred)

Work Location: In person