Bilingual Technical Support- Field Agent Support / Returns Processing (English/French)

Permanent

Mississauga, Ontario

27 Aug 2025

    Job Title: Bilingual Technical Support Representative / Returns Processing (English/French)
    Reports To: Technical Services & Support Manager
    Location: Mississauga - ONSITE 

    Job Summary

    The Bilingual Technical Support Representative provides technical assistance in both English and French for operating and troubleshooting products. This role also supports the after-sales process by evaluating and processing product returns. Experience supporting hardware installation for smart-home devices or similar low-voltage products is essential.

    Key Responsibilities

    Technical Support

    • Provide support via phone, email, and web cases using Salesforce.
    • Offer step-by-step troubleshooting guidance.
    • Reference manuals to assist users with hardware/software usage.
    • Share product knowledge (e.g., wiring instructions, specific functions) with sales managers and customers.
    • Handle customer complaints, offer timely solutions, and follow up to ensure resolution.
    • Build trust through active listening and clear communication.
    • Accurately document customer interactions and resolutions in Salesforce.
    • Follow SOPs to manage ticket volumes and meet service level standards.
    • Identify and report product quality issues.

    Returns Processing

    • Record and identify returned products and part numbers in SAP.
    • Manage returns from the Canadian market (motors/controls) in line with departmental guidelines.

    Qualifications

    • Fluent in English and French (written and verbal).
    • Strong organizational and time management skills.
    • Proven problem-solving abilities and commitment to service excellence.
    • Able to work independently and collaboratively.
    • Self-motivated and adaptable in a fast-paced environment.
    • Passionate about customer satisfaction and brand experience.
    • Excellent multitasking and prioritization skills.
    • Strong phone presence and active listening skills.
    • Open to feedback and constructive criticism.
    • Positive, team-oriented, and eager to learn.

    Knowledge & Experience

    • Experience supporting hardware installation for smart-home devices or similar low-voltage products.
    • Familiarity with communication protocols (RS485, RS232, Zigbee, etc.) - preferred
    • Experience with CRM systems (Salesforce, SAP).
    • Tech-savvy with Android, iOS, and smart home technologies.
    • Proficient in Windows and Office 365.
    • Associate’s degree or equivalent experience in a technical support role.