Bilingual Technical Support

We are hiring a Bilingual Technical Support Representative (English/French) for a leading organization in the home automation/technology sector. In this role, you will provide technical support in both English and French and manage product returns (after-sales support) for customers and internal teams across Canada.This position is ideal for someone who is tech-savvy, customer-focused, and fluent in both French and English, with experience in a call centre, technical support, or customer care environment.Key Responsibilities As a Bilingual Technical Support Representative / Returns Processing, you will:Provide technical support in English and French by phone, email, and web cases (using Salesforce or similar CRM).Offer step-by-step troubleshooting instructions to resolve issues related to hardware, software, and connected devices.Use instruction manuals and technical documentation to help users correctly operate products and systems.Share and explain product knowledge (e.g., wiring instructions, product-specific functions, configurations) to customers, end-users, and internal sales teams.Handle customer complaints and inquiries, providing appropriate solutions or alternatives within defined timelines and following up to ensure resolution.Build strong, trust-based relationships through active listening, clear communication, and professional conduct.Accurately gather, document, and update customer information, issues, and solutions using Salesforce, SAP, or similar systems.Follow standard operating procedures to manage open and closed tickets and meet established service level standards.Help identify recurring quality issues and communicate them to internal stakeholders.Record and identify returned products and part numbers in the information system (SAP or equivalent).Manage after-sales returns (motors, controls, and related components) from the Canadian market, following department rules, policies, and objectives. Qualifications To be successful in this role, you will have:Fluency in English and French (oral and written) - required.Excellent verbal and written communication skills, with the ability to interact with customers, end-users, and all levels of the organization.Strong organizational skills and the ability to prioritize and manage multiple tasks with competing deadlines.Demonstrated problem-solving skills and a commitment to delivering high levels of customer service.Ability to work both independently and as part of a team in a fast-paced, evolving environment.A positive attitude, willingness to learn, and the ability to accept and apply feedback.Strong phone and active listening skills, with a patient, professional, and customer-focused approach.Comfort working with CRM systems and business software (e.g., Salesforce, SAP, MS Office 365). Assets (Nice to Have): Knowledge of communication protocols such as RS485, RS232, Zigbee, etc.Previous experience in a technical support, call centre, or customer care role.Familiarity with Android, iOS, smart home technology, and connected devices. Education & Experience Associate's degree, college diploma, or equivalent experience in a related field (technical support, IT, electronics, or similar).Previous technical support and/or call centre experience is strongly preferred.Proficiency in Windows and Microsoft 365 (Office 365). Working Hours Standard full-time hours: 9-hour workday including 1-hour unpaid lunch,Monday to Friday during regular business hours. Compensation & Benefits Competitive salary commensurate with experience.Comprehensive group benefits package, which may include:Health benefitsLife and disability insuranceRetirement savings plan (e.g., RRSP-matching or similar plan) Don't miss out on this opportunity . Apply now, and our dynamic team of recruiters will reach out if you qualify for this role.@CAB0517