Description
BILINGUAL TECHNICAL SUPPORT ASSOCIATE
Fulltime, Permanent
Location: Concord, ON – Hybrid
Training Period (Approx 3 months) is 100% in office After training 3 days in office
Hours: 8am to 4pm or 8:30am to 4:30pm (clients have flexibility on hours)
Salary: Up to $55K + Up to 5% Bonus annually
Company:
Our client is a worldwide leader in consumer products.
Department: Customer Service
Reports To: Technical Support Team Lead
Perks:
- Medical coverage, pension contribution will start (after 1 year).
- Competitive company in the market
- Fitness subsidies!!
- After one year the company has a program where candidates can use the company Cottage for one week (2 cottages north of Toronto)
- Casual dress code policy
- 2 weeks’ vacation and 2 weeks of sick/personal days
- Excellent training
- Family working atmosphere
- Extremely stable company
Responsibilities
JOB PURPOSE: Serves internal/external consumers and customers by providing product recommendations and information and resolving product problems.
ESSENTIAL JOB RESULTS:
Results will reflect that the associate is a highly motivated, professional, energetic individual, with an ability to handle multiple priorities in a timely and organized fashion.
The primary result expected from the Technical Support Associate is to serve internal/external consumers and customers by providing product recommendations and information and resolving product problems.
RESPONSIBILITIES:
Typical tasks for this position include (but are not limited to) the following:
- Confer with customers by telephone or email to provide information about proper selection of products and their use, products and services or help resolve product System used is Zendesk.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in complaint tracking database.
- Check to ensure that appropriate changes were made to resolve customers'
- Liaise with other departments to investigate unresolved customer
- Contact customers to respond to inquiries or to notify them of claim investigation results and any potential reimbursements.
- Resolve customers' product complaints by performing activities such as exchanging merchandise, refunding money, and forwarding information to appropriate departments for adjusting bills.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
Qualifications
QUALIFICATIONS:
- Must be bilingual (English/French) both written and spoken, excellent communication skills
- Minimum 2 years’ Customer Service Experience delivering product support to Consumers
- Intermediate MS Excel skills are a
- Previous experience in SAP is an
- A good working knowledge of the company’s business groups and customers, product lines and use of products would be beneficial.
- Solid understanding of the Customer Service
- Ability to handle multiple priorities at the same
- Customer focused, patient with
- Must be a team player who can deal with adversity and challenge on a daily
- Ability to successfully communicate with all levels of the organization is
- Proven analytical skills and attention to
- Selected candidate will be punctual, energetic, articulate, positive and professional