Bilingual Technical Support Analyst
1 week ago
Adecco is currently hiring a permanent full-time Bilingual Technical Support Analyst ( Spanish/English) to work for our client, a customer focused technology company designing and manufacturing safety initiatives in the workforce. This company is based out of Calgary, AB but is a remote work opportunity
If you are ready to contribute to the safety and well-being of our team and clients as a member of the Safety’s Technical Support team and fluent in both Spanish and English, we want to hear from you
- Pay Rate: $60,000/year
- Location: Calgary, AB (Remote)
- Job type: Permanent | Full-time
Here's why you should apply:
- Hybrid work with a flexible schedule.
- Shifts typically stay the same over time so you can plan your life around work.
- Company will provide laptop, 2 monitors, mouse, keyboard. (Internet connection and desk to be provided by employee.)
- Looking to hire quickly.
- Excellent company benefits package, full health & dental after three months employment.
- Fast growing company which offers ample opportunity to grow with them.
- Overtime paid out over 8 hrs. a day or 40 hrs. a week.
- 2 15-minute paid breaks and one 30 minute lunch break.
- Three weeks paid vacation per year.
Responsibilities:
- Provide technical support to Blackline’s customers and to internal teams for our cloud-based proprietary solution.
- You will troubleshoot a wide variety of complex hardware, software, and firmware issues in a 24/7 business operation.
- Conduct analysis of our device data using our analytics tools to identify the correct path for troubleshooting.
- Investigate network and connectivity issues.
- Manage your case queue of customer requests to meet service levels and advise customers of status until resolution.
- Isolate potential hardware failures and software issues for our wirelessly connected safety products
- Resolve all customer concerns via e-mail, phone, and chat to meet technical support service levels.
- Recognize technical problems and trends and collaborate with internal support teams to determine escalation and resolution.
- Process RMA (Return Merchandise Authorization) requests into our ERP (NetSuite) system with accuracy
- Assist our internal teams by providing technical information about our products.
- Make recommendations for operating improvements.
- Ensure the privacy of customer data through various validation and verification methods.
- Configure customer life-saving devices using our proprietary portal.
Qualifications:
- Must be legally eligible to work, and reside in Canada
- Fully bilingual in English and Spanish.
- Post secondary education in a technology discipline (Technology, Instrumentation, Electronics, Power Engineering etc.)
- You have a minimum of 2 years of experience in a technical support capacity.
- Excellent troubleshooting skills and applied logic for problem solving.
- Ability to build rapport with customers verbally and through email communication.
- Demonstrated ability to take ownership and drive solution-based results.
- Experience with a case management system and technical escalation protocols
- Knowledge of PowerBI or other analytics tools for analysis and trouble shooting
- Proven track record supporting multiple technologies on various platforms.
- Passionate technologist, eager to explore new skills and technology.
- You may have experience in an instrumentation environment.
- You demonstrate advanced verbal and written business communication skills that are clear, concise, courteous, and professional.
- Organized, detail-oriented, and possess a high level of accuracy in your work.
- A team player who offers solutions and ideas to continually improve the business.
- You are curious and proactive in your approach to understanding customer issues.
- You possess strong business acumen and use a logical approach when faced with a problem.
- A self-motivated individual with a positive attitude, wanting to make a difference within your team and the business.
- You can adapt to uncertain situations and change of priorities with ease.
- You are excited by our growth and want to excel in your career.
- A professional that is committed to supporting safety and understands the impact your role has in protecting our customers.
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