Bilingual Technical Support Analyst - Spanish/English

Adecco is currently hiring a full-time Bilingual Technical Support Analyst ( Spanish/English) to work for our client, a customer focused technology company designing and manufacturing safety initiatives in the workforce. This company is based out of Calgary, AB but is a remote work opportunity!

If you are ready to contribute to the safety and well-being of our team and clients as a member of the Safety’s Technical Support team and fluent in both Spanish and English, we want to hear from you!

• Pay Rate: $60,000/year

• Location: Calgary, AB  (Remote)

• Job type: Permanent | Full-time

Here's why you should apply:

• 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.

Responsibilities:

• Provide technical support to Blackline’s customers and to internal teams for our cloud-based proprietary solution.

• You will 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.

Qualifications:

• Must be legally eligible to work, and reside in Canada

• Fully bilingual in English and Spanish.

• Post secondary education in a technology discipline (Technology, Instrumentation, Electronics, Power Engineering etc.)

• You have a minimum of 2 years of experience in a technical support capacity.

• Excellent troubleshooting skills and applied logic for problem solving.

• Ability to build rapport with customers verbally and through email communication.

• Demonstrated ability to take ownership and drive solution-based results.

• Experience with a 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.

• Passionate technologist, eager to explore new skills and technology.

• You may have experience in an instrumentation environment.

• You demonstrate advanced verbal and written business communication skills that are clear, concise, courteous, and professional.

• Organized, detail-oriented, and possess a high level of accuracy in your work.

• A team player who offers solutions and ideas to continually improve the business.

• You are curious and proactive in your approach to understanding customer issues.

• You possess strong business acumen and use a logical approach when faced with a problem.

• A self-motivated individual with a positive attitude, wanting to make a difference within your team and the business.

• You can adapt to uncertain situations and change of priorities with ease.

• You are excited by our growth and want to excel in your career.

• A professional that is committed to supporting safety and understands the impact your role has in protecting our customers.

Are you interested in this position? Apply now! Our dynamic team of recruiters will reach out if you qualify for this role.