Bilingual Technical Support

About the Role

We are hiring a Bilingual Technical Support Representative (English/French) for a leading organization in the home automation/technology sector. In this role, you will provide technical support in both English and French and manage product returns (after-sales support) for customers and internal teams across Canada.

This position is ideal for someone who is tech-savvy, customer-focused, and fluent in both French and English, with experience in a call centre, technical support, or customer care environment.

Key Responsibilities

As a Bilingual Technical Support Representative / Returns Processing, you will:

• Provide technical support in English and French by phone, email, and web cases (using Salesforce or similar CRM).

• Offer step-by-step troubleshooting instructions to resolve issues related to hardware, software, and connected devices.

• Use instruction manuals and technical documentation to help users correctly operate products and systems.

• Share and explain product knowledge (e.g., wiring instructions, product-specific functions, configurations) to customers, end-users, and internal sales teams.

• Handle customer complaints and inquiries, providing appropriate solutions or alternatives within defined timelines and following up to ensure resolution.

• Build strong, trust-based relationships through active listening, clear communication, and professional conduct.

• Accurately gather, document, and update customer information, issues, and solutions using Salesforce, SAP, or similar systems.

• Follow standard operating procedures to manage open and closed tickets and meet established service level standards.

• Help identify recurring quality issues and communicate them to internal stakeholders.

• Record and identify returned products and part numbers in the information system (SAP or equivalent).

• Manage after-sales returns (motors, controls, and related components) from the Canadian market, following department rules, policies, and objectives.

Qualifications

To be successful in this role, you will have:

• Fluency in English and French (oral and written) – required.

• Excellent verbal and written communication skills, with the ability to interact with customers, end-users, and all levels of the organization.

• Strong organizational skills and the ability to prioritize and manage multiple tasks with competing deadlines.

• Demonstrated problem-solving skills and a commitment to delivering high levels of customer service.

• Ability to work both independently and as part of a team in a fast-paced, evolving environment.

• A positive attitude, willingness to learn, and the ability to accept and apply feedback.

• Strong phone and active listening skills, with a patient, professional, and customer-focused approach.

• Comfort working with CRM systems and business software (e.g., Salesforce, SAP, MS Office 365).

Assets (Nice to Have):

• Knowledge of communication protocols such as RS485, RS232, Zigbee, etc.

• Previous experience in a technical support, call centre, or customer care role.

• Familiarity with Android, iOS, smart home technology, and connected devices.

Education & Experience

• Associate’s degree, college diploma, or equivalent experience in a related field (technical support, IT, electronics, or similar).

• Previous technical support and/or call centre experience is strongly preferred.

• Proficiency in Windows and Microsoft 365 (Office 365).

Working Hours

• Standard full-time hours: 9-hour workday including 1-hour unpaid lunch,

  • Monday to Friday during regular business hours.

Compensation & Benefits

• Competitive salary commensurate with experience.

• Comprehensive group benefits package, which may include:

  • Health benefits

  • Life and disability insurance

  • Retirement savings plan (e.g., RRSP-matching or similar plan)

Don’t miss out on this opportunity. Apply now, and our dynamic team of recruiters will reach out if you qualify for this role.

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