Bilingual (English-French) Technical Support Representative – Virtual

Overview

Bilingual (English-French) Technical Support Representative – Virtual

• Are you passionate about creating exceptional customer experiences to ensure that our customers continue to choose our products and services?

• Do you enjoy troubleshooting complex technical issues with a focus on achieving one-call resolution?

• Can you effectively upsell products and services and guide customers to make the right purchasing decisions?

If so, this could be the role for you!

As a member of the Canon team, you will assist our customers with a range of consumer products, such as fax machines, scanners, printers, and photo equipment. You will use your problem-solving skills to identify each consumer’s inquiry and guide them to an appropriate solution, ensuring that every case is resolved satisfactorily.

ROTATING SHIFTS - Must be available:

Monday - Friday, 10:00AM - 6:00PM (ATL)

Monday - Friday, 11:00AM - 7:00PM (ATL)

Responsibilities

Key Responsibilities:

• Deliver exceptional customer service via telephone, email, and chat to Canon clients with respect and a helpful and professional tone of voice.

• Assist customers with clear direction and communicate with appropriate troubleshooting steps; focusing on customer satisfaction and solutions.

• Finding opportunities on every customer interaction (Phone, Email, Chat) to add value for the customer and Canon by offering updates to their products, or providing detailed information on a pre-sale inquiry.

• Frequently use of our CRM database to navigate and look up customer information, alongside documenting detailed customer information regarding customer interactions.

• The focus is to meet monthly KPIs, Operational Metrics, and employee reliability to ensure the end result is to create a great customer experience.

• Working in a fast-paced environment, collaborating with colleagues and the leadership team while maintaining professionalism and excellent work ethic

Qualifications

To Succeed, You Will Need:

• French and English proficiency

• High school diploma

• Minimum 1 year experience in a contact center or customer service environment

• Proven customer relations skills professionally and courteously in a multi-channel environment

• Familiarity with computers to learn systems/processes promptly

• Ability to organize time, set priorities and multi-task in order to meet KPIs

• Exemplary written and oral communication skills

Why Join?REMOTE WORK

• This position offers a Virtual work schedule. You will be 100% remote and not required to report to the office unless there is a specific business need (work schedules and office reporting requirements may change from time to time based on business needs)

• When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools

BENEFITS

• Comprehensive health coverage plan that includes medical, dental and vision

• Life insurance, disability and wellness programs

• Vacation, Paid Personal Time and Sick days

• Matching RRSP contribution & Profit-Sharing Program

• Tuition Assistance Program for professional continuing education

• Discounts on Canon products, retailers, memberships and more!

EMPLOYEE PERKS

• Employee referral program

• Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products

• Employee Appreciation Events