As a ‘Technical Product Support Specialist – Bilingual’, you will be an effective member of a specialized team, and provide excellent customer service, in a technical capacity, to our client’s valued and respected customer base.

Role Responsibilities:

Solve customer hardware, software and networking problems as first point of contact using multiple systems and software tools.
Proactively sell the benefits of diagnosing and resolving issues over the telephone
Resolve customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
Enable first visit resolutions in the field by executing full problem diagnosis
Ensure that service level agreements are met
Provide feedback on policies and processes to continuously improve the customer service experience
Engage in continuous learning by utilizing online company resources
Maintain full product knowledge
Meet and exceed all performance targets
Represent the company in a professional and ethical manner

Role Qualifications:

Bilingual (English / French)
Superior Customer Service skills
Strong PC/MAC networking experience, TCP/IP
Ability to demonstrate strong problem solving skills
Proven, effective communication, both verbal and written
Ability to work unsupervised, as well as with a team
Strong organizational and time management skills
Previous experience within a support center capacity
Post – secondary education within a related technical field preferred

Our client offers paid training, a professional business center environment, and convenient work location (centrally located on main bus routes and free parking). The base pay rate for this position is $16.00 / hour. Hours for this full time position will primarily be Monday to Friday, anywhere from 8:00 am – 10:00 pm, with some overtime during busy periods. Our client also offers an incentive program for extra earning potential!

If you feel that you possess the above stated qualifications, please send your resume to: mcgrath@ianmartin.com.