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Form of workAre you a Bilingual professional (French OR Spanish & English) seeking a flexible, partially remote job opportunity? Adecco is currently recruiting for a permanent Bilingual Technical Support Analyst (French OR Spanish & English) position with our client, a global leader in workplace safety based in Calgary, AB.
As theTechnical Support Analyst, you will troubleshoot a wide variety of complex hardware, software, and firmware issues in a 24/7 business operation.
· Location: Calgary, AB | Mostly remote, 3 weeks training in-office
· Shifts: Flexible | weekends, evenings and occasional night included
· Schedule will be the same from week to week.
· Job type: Full-time | Permanent
Advantages:
· 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.
Duties and Responsibilities:
· Provide Technical Support to customers and to internal teams for our cloud-based proprietary solution.
· 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.
Requirements and Qualifications:
· Must be legally eligible to work, and reside in Canada
· Fully bilingual in either English and French, or English and Spanish.
· Post secondary education in a technology discipline (Technology, Instrumentation, Electronics, Power Engineering etc.)
· Minimum 2 years of experience in a Technical Support capacity.
· Excellent troubleshooting skills
· Ability to build rapport with customers
· Demonstrated ability to take ownership and drive solution-based results.
· Experience with 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.
· Strong business communication skills.
· Detail-oriented with a high level of accuracy.
· Team player with proactive approach.
· Curious and proactive in understanding customer issues.
· Strong business acumen and logical approach to problem-solving.
· Self-motivated with a positive attitude.
· Adaptable to change.
· Committed to supporting safety.
Don’t miss out on this partially remote Bilingual Technical Support Analyst (French OR Spanish & English) job opportunity in Calgary, AB. Apply now and an Adecco recruiter will reach out if you qualify!
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