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Bilingual Technical Support Representative

March 19 2018
Industries Security
Categories Information Technology, Customer Service, Call Centres, Help Desk, Networking, Customer service, Support - Assistance, Clerical/Administrative Support - Non Medical , Non-Medical Support
Toronto, ON

At AlarmForce, a Bell Canada Company, we combine the best in new technology with exceptional customer service to help homeowners and businesses avert life's everyday crisis.   Our drive for excellence has made us one of North America's leading security companies, protecting businesses, families and communities alike.  It's more than just a job to us – we are passionate about the well-being of our customers as if they were our own family.   Our customers entrust us with the protection of what matters most to them and we take that responsibility seriously.  They don't need to worry because we are always home.

The Bilingual Technical Support Representative is an expert in all AlarmForce systems and can problem solve a range of issues quickly and accurately.  Each customer is like a member of our family, and the Bilingual Technical Support Representative is accountable from the moment a call is answered, through to resolution to ensure every customer call is responded to with the same courtesy and sense of urgency.   Whether the call is a basic inquiry or an emergency situation, the Bilingual Technical Support Representative is responsible for keeping abreast of all products and services, corporate and customer policies to ensure accurate information is available to best serve our customer on a variety of issues that can range from system issues, programming, product information, upgrades, break and enters, scheduling service calls and of course, life and death emergency situations.

Responsibilities:

  • Respond to all customer inquiries and issues in English and French, ensuring first call resolution
  • Develop rapport with the customer by showing empathy and sensitivity, asking relevant probing questions, and ensuring a clear understanding of the issue
  • Take ownership of customer issues and perform timely ups to ensure issue resolution
  • Escalate customer issues that require more in-depth assistance to the appropriate internal party and follow-up to ensure issues were resolved
  • Provide crisis support to address emergency security situations
  • Participate in regular trainings on products and services, customer service, corporate and operations policies and initiatives to remain knowledgeable on all AlarmForce products, services
  • Concisely document all issues and resolutions in SBN
  • Perform to and meet all monthly performance metrics
  • Be the voice of the customer; go above and beyond to resolve issues

Education / Experience Requirements:

  • Post-diploma (in a related field i.e. networking, computer science, security), or high school diploma with equivalent work experience preferred
  • Previous experience in a technical support call centre environment preferred
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint etc.)

Competency Requirements:

  • Bilingual (English and French)
  • Ability to work independently and under close supervision
  • Strong analytical thinking skills
  • Reliable and dependable
  • Capability to be accountable for the accomplishment of set objectives and targets
  • Solid team player, natural willingness to assist others
  • Exceptional listening, communication, understanding, and responding skills
  • Aptitude to multi-task
  • Ability to be people oriented and empathetic to build valued relationships

Additional Requirements:

  • Must be available to work shifts. Shifts are scheduled Thursday to Monday, or Friday to Tuesday, with two days off together and fixed hours which are 12pm-8pm or 2:00pm – 10:00pm
  • Opportunities available to support work from home based on demonstrated performance and competencies

If you are interested in joining our team, please send your resume to ****@**********.com

We would like to thank all applicants; however, only those candidates with the required skills will be contacted.

AlarmForce is committed to providing accommodations for candidates with disabilities throughout the recruitment and employment process.

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