Technical Support Specialist - Bilingual French

Accountabilities:: Provide responsive technical assistance to customers, partners, sales representatives, and internal teams through phone, chat, and email, ensuring a consistently positive support experience. Diagnose and resolve hardware and software issues related to device connectivity, installation, network communications, platform configuration, and product implementation. Provide technical guidance on database setup, user management, rules and reporting, device errors, portal configuration, and other platform-related inquiries. Manage support cases from initial contact through resolution, documenting troubleshooting steps, solutions, and relevant technical information accurately. Collaborate with internal technical teams and external partners to investigate and escalate complex issues involving cameras, keyless systems, connected devices, and integrated technologies. Coordinate device and accessory returns and exchanges with the appropriate internal departments while ensuring timely resolution of customer concerns. Address customer complaints effectively, escalating critical issues to management when necessary while maintaining professionalism, empathy, and a solution-oriented approach. Protect the confidentiality and security of customer data and information while supporting broader strategic initiatives within the organization. Requirements Fluency in both English and French, with the ability to read, write, and communicate confidently in both languages in a professional environment. 1–3 years of experience in customer service or technical support, combined with 1–3 years of experience troubleshooting technical hardware and/or software issues. A post-secondary diploma or degree in Engineering, Computer Science, or a related discipline is highly valued, while experience within a technical or engineering organization is considered an asset. Strong technical aptitude and analytical problem-solving skills, with working knowledge of programming languages such as SQL, Python, C#, or JavaScript highly valued. Experience with data warehouse technologies such as Google BigQuery is an advantage, along with strong proficiency in Excel, including pivot tables and report creation. Technical competence with Google Workspace tools such as Sheets, Docs, and Slides, combined with the ability to quickly learn new technologies and systems. Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to customers and users with varying levels of technical knowledge. Strong interpersonal and relationship-building skills, with the ability to collaborate effectively with customers, partners, and stakeholders across different levels of an organization. Highly organized and capable of managing multiple support cases, tasks, and projects simultaneously while maintaining attention to detail. Customer-focused, patient, adaptable, and comfortable working in a fast-changing technology environment where responsibilities and priorities may evolve. Flexibility to work rotating schedules in a 24/7 support operation, including afternoons, evenings, overnight shifts, weekends, and holidays. Benefits Flexible working arrangements supporting both in-person and virtual collaboration. Home office reimbursement program to support effective remote work. Competitive medical and dental benefits for eligible full-time permanent employees. Retirement savings program. Baby bonus and parental leave top-up program. Online learning and networking opportunities to support professional growth. Electric vehicle purchase incentive program. A collaborative and inclusive work environment with opportunities to participate in online social events, networking activities, and professional development initiatives. Remote work support through cloud-based applications, collaboration tools, and asynchronous working practices. Employees working from home are expected to maintain a reliable internet connection with at least 50 Mbps download and 10 Mbps upload speeds. The position operates within a flexible hybrid model, with employees encouraged to use office facilities as often as they prefer. Full-time permanent employees are eligible for the benefits listed above.