Bilingual; English-French) Technical Support Representative

Bilingual (English-French) Technical Support Representative
- Hybrid

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?

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.

• Monday
  - Friday, 9:00AM - 5:00PM
• Monday
  - Friday, 10:00AM - 6:00PM

• 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.

• 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

• We offer a Hybrid work schedule. You will be in the office Mondays, Wednesdays and Thursdays of each week, and can work from home for the remainder of the week (subject to specific business needs requiring office attendance)
• When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools.

• 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!

• Free coffee and snacks
• On-site cafeteria and outdoor patio
• Employee gym and fitness centre
• Employee referral program
• Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products
• Community involvement
• Employee Appreciation Events
• One (1) current vacancy exist.
• Canon Canada Inc. is committed to transparent and fair compensation and job postings. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
• Compensation Range: $45,500 - $47,000 annually.

Canon has been at the forefront of digital imaging innovation for more than 80 years. Since 1973, Canon Canada has been the leading provider of consumer, business and professional digital imaging solutions to Canadians.

At Canon Canada, we've established a diverse culture that's made us a respected and successful industry leader. Canon's corporate philosophy is Kyosei: all people, regardless of…