[Hiring] Canadian French Bilingual Technical Support Specialist @OEC

Role Description

Provides technical assistance and customer support through phone and email. Resolves product and system issues through effective communication, troubleshooting and diagnosis, to include resolutions such as brief product overviews and/or referrals to available training resources.

To be eligible for this position, candidates must possess the bilingual ability to speak and write fluently in Canadian French and English as the customer base will be in the province of Quebec, Canada.

Key Responsibilities

• Serves as the first point of contact for Canadian French-speaking customers seeking technical assistance over the phone or email. Will handle roughly 30-35 calls per day.
• Performs remote troubleshooting through diagnostic techniques and discovery questions.
• Serves as a technical subject matter expert to internal and external customers.
• Installs data uploading and integration tools through remote access of customers' computers (EUT/Data pumps).
• Walks customers through the technical problem-solving process.
• Directs unresolved issues through the escalation process, including providing status updates to customers.
• Participates in project assignments including product launch support, identifying workflow efficiencies and revenue retention initiatives.

Qualifications

• Requires a high school diploma or GED (General Educational Development).

Requirements

• Requires a minimum of one (1) year of educational training or work experience in the fields of computer information systems or technical support.
• Moderate experience with Microsoft Outlook and Excel.
• Comfort working with computers (making changes in system folders, remote accessing customer computers and product troubleshooting).
• Effective communication and interpersonal skills.
• Ability to input customer information into a CRM (Customer Relationship Management) system.
• Attention to detail when interacting with customer data and systems.
• Must understand and fluently speak and write in both Canadian French and English.
• 100% remote (requires reliable internet access with a secure work environment).
• Must be available to work company holidays if requested.
• Must be available to work a 9am-6pm Eastern Time Zone work schedule Monday through Friday.

Benefits

• Flexibility in work arrangements (remote, hybrid, or in-person).
• Strong sense of camaraderie and community.
• Empowerment to take risks, learn, and grow within a dynamic and supportive environment.